Selling contracts to a vulnerable adult

[Diane34]

My sister-in-law is a vulnerable adult with learning difficulties and mental health issues. She had a Doro phone but the sales assistant told her (at the end of her contract) she would be better with a "modern phone" as well as a tablet to look for work.

She now has a contract for a mobile phone that she doesn't know how to use and a tablet that she also doesn't know how to use.

Upon learning this we have also discovered that the same shop signed her up for a "modern phone" and when she said she doesn't know how to use the phone. Signed her up to a separate contract on a different phone (the Doro) so she had two contracts running. 

Knowing this it seems to me I don't know about you but this shop is taking advantage of a vulnerable adult.

Having visited the shop I was fobbed off (unable to end the contract(s)) so I am looking for advice on how I can resolve this problem. My sister-in-law shows all the signs of a vulnerable adult just to be clear.

[James_B]

Hi @Diane34,

Welcome to the EE Community. 

I've sent you a private message. Please check your inbox and get back to me when you can.

Thanks

James

[Schockwave]

Hello @Diane34 ,

Welcome to the community,

I would suggest ringing customer service and speaking to them, explaining the situation, since you have had no luck with the store, hopefully they can help, as this is not acceptable, especially if it is noticeable that she has learning difficulties. Pity she did not think of taking one of you along.

[Diane34]

I have just replyed James 

[Diane34]

I agree Schockwave, unfortunately, it is a fine line between giving her independence and controlling her I do wish she had told us early about the older contracts but that is part of her illness it was only by chance we have found out about this.

[Schockwave]

@Diane34 , I have known disabled people all my life, with different degrees of learning disabilities, my daughter is severally disabled and needs 24 care. It is good when someone with learning difficulties can have some independence, hope you get it sorted ok.

[Diane34]

Just a small update thanks @James_B the team (Martin) contacted me earlier.

My sister-in-law has been paying the bill off without missing a payment for a year unfortunately this is going against her. I now need to get a note from the doctors then hopefully EE can then do something about this.

Her mental illness makes her overly worried about most things and bills really panic her. We have discovered that she has not been eating to pay off her bills (which is totally devastating to discover) she has less money incoming than outgoing and I'm afraid what we may find out over the coming days.

Wish me luck getting in contact with her GP and getting a note of sorts to show she is not well.

[James_B]

Thanks for the update @Diane34

I'm happy to hear Martin has been in touch to advise you of the next steps.

James

[Schockwave]

@Diane34 , there should be no reason why you cannot get a letter from the GP to prove that your sister in law is vulnerable etc, to send to customer service, so long as you explain why you need it. Let us know how you get on, good luck.

[Diane34]

Luckily her psychiatrist was very understanding and has emailed Martin to explain her situation we have heard nothing back yet not sure how we can check. Do you have any ideas @James_B?

It does feel like we are getting somewhere now which feels good