Selling contracts to a vulnerable adult

[SM1331]

My brother went into an EE store in April this year to buy a get a new Samsung phone. He asked whether his current smart watch would sync with his new phone and was told it didn’t and he’d have to upgrade so he signed up to a paired watch plan contract ending April 2026. He then asked if his TV package included sports and was told no, for this he’d need to upgrade to EE Full Works TV costing £78 per month, a contract which he signed in til May 2026. 
I only found out about this recently because he revealed an outstanding bill for around £700. I phoned EE to understand the situation and was told that he’d gone into the EE shop in April and my complaint therefore had to go through them. Prior to visiting the shop I spoke to my brother’s friend who also has special needs and he recalled the visit to the shop with my brother, he said he felt uncomfortable with the discussions and told my brother not to continue.
The EE shop were extremely unhelpful, I spoke to an employee and I was told that because it had been more than 6 months since the original contract was taken out that they weren’t prepared to do anything for us. I felt this was wholly unfair as I’d only just found out about the debt myself. The employee told me that he would get the shop manager to phone me the next day but I never received a phone call. 

I feel totally let down and angry that my brother should go in for a phone and walk out with three new contracts two of which were entirely unnecessary. The watch has never been worn and the TV package is never watched as he watches via an Amazon Firestick.

[Chris_B]

@SM1331  How he watches TV isn’t down to EE.  And if the store refuses to sell the product that he  inquired about because of being vulnerable would that be considered discrimination?  EE don’t win which ever why you look at this.   

you even say his friend said “ he said he felt uncomfortable with the discussions and told my brother not to continue”.   So he did have the choice of not agreeing and could have left the store with what he originally went there for.    

EE can not refuse a sale just because of someone being vulnerable as it can be considered discrimination and where would that lead ?   I know this doesn’t help you in the slightest but EE are never going to be on the right side of any argument on things like this.   

[Minkey1]

And yet - caught on the horns of a dilemma - the store manages to opt for the option which makes the most money for EE.

Understood.

[Northerner]

Hi @SM1331 

I suggest you make a formal complaint: https://ee.co.uk/help/contact-ee/complaint

Thanks