Sim not cancelled been paying for nothing

[XRaySpeX]

Did you phone CS & give 30 days notice to cancel?

[Freddie_66]

I went into an EE shop to upgarade and discussed cancelling my son’s sim as it the contract was ending the following month. I presumed it was all sorted. However the dd has been taken since which is from May 2025. 
I spoke with an advisor today who cancelled it but said I couldn’t get any money back as the EE shops are separate and I needed to ring up to cancel. So that’s over £18 month for around 18 months for nothing and no compensation or refund! 
I have been a loyal customer of EE & Orange beforehand but this has really changed my mind about moving to a more understanding provider. The dd goes out of my husband’s bank as I am now a carer and stupid me for not checking. 

[Peter_W · Accepted solution]

Thanks for confirming these details for us, @Freddie_66 

I'm glad to hear you managed to get this sorted out today, but appreciate it's frustrating if you've paid for a month more than you anticipated.

Our stores can't and never have been able to process cancellations, so if you feel they advised you incorrectly regarding this, we'd always recommend returning directly to that branch to discuss your experience.

Should you remain unhappy though, you can find more details on our complaints process here:

EE Complaints Code of Practice

Peter

[ee_user14]

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@Freddie_66 wrote:

So that’s over £18 month for around 18 months for nothing and no compensation or refund! 

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18months of payments means at least 17bank statements will have been issued to you with those payments on. And you didn't query any of them?

What makes you think any compensation or refund is due? What makes you think this is anyone else's fault? What makes you think any other provider would behave differently? I should hope they don't!!

[Freddie_66]

Thanks for the complaints process link. Much appreciated.
It’s upsetting to think that you can pay for something you didn’t use. Also that the EE shops aren’t the same as online. Strange you are able to purchase a new contract and cancel the old one in the shop yet you can’t cancel a contract you are no longer using! 

[ee_user14]

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@Freddie_66 wrote:

It’s upsetting to think that you can pay for something you didn’t use.

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You're in for a serious shock when you think about where else this can easily happen... You're going to struggle in life if such small things upset you.

Gym memberships, recurrent memberships of any other organisation, pay-TV and home broadband when you go on holiday, the possibilities are endless!

[Freddie_66]

Well thanks for your understanding. I shouldn’t have to explain myself to you but life sometimes takes over from being on the ball with finances. I wouldn’t wish it on you and I wouldn’t criticise you like you have me. 

[XRaySpeX]

Contradictory! "cancel the old one in the shop = "cancel a contract you are no longer using! "

[ee_user14]

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@Freddie_66 wrote:

I shouldn’t have to explain myself to you but life sometimes takes over from being on the ball with finances. I wouldn’t wish it on you and I wouldn’t criticise you like you have me. 

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You've either not checked your bank statements for ~18months or not followed up on discrepancies with those statements. That is leaving you wide open for all manner of unpleasant surprises - some might say that's not just "not being on the ball" but being almost negligent.

Please consider taking some responsibility when things are not other people's fault. It will be a very useful life exercise.