Dear EE
I have been a loyal customer of yours since you operated under the Orange brand, from around 1999. This was under my maiden name should you wish to check! My current account is in my married name and I am on the whole very happy with the service I receive from you.
There is, however, one issue which I would like to discuss with you. I have spoken to one of your helpful call centre staff but she was unfortunately unable to help, as such I thought perhaps contacting you here might be more appropriate.
As you will note on my account I am paying for 2 contracts, an unhappy affair I'd like to remedy. I was the unfortunate victim of a theft of my iPhone 13 Pro handset in June 2022 a mere 6 months into the contract. This robbery was reported to the Met Police (crime no: xxxxxxxxxx) and CCTV submitted to them. Unfortunately this has not been successful in the return of my handset. Naturally as a working mum, necessity meant I had to take another contract as advised by your staff in one of the Oxford Street branches, and I now have an iPhone 13 with said 2nd contract. I understand this was in no way EEs fault but I am very much hoping as a long term customer of yours and that I have paid the other contract for a whole year that you might see your way to cancelling the contract of January last year?
In my limited knowledge of terminating contracts early I was wondering my issue might fall under one of the following reasons for doing so; either that the contract is now impossible, given I don't have the handset so it's impossible to use the contract in the way it was originally intended, or, that the theft (not loss by me) frustrates the purpose of the contract, for a similar reason as before that the contract is no longer suitable for its intended purpose, i.e. to make calls, use the internet etc. as the device for which I could do this is no longer in my possession.
As I said I have paid the contract willingly for a year as a gesture of it not being EEs fault but neither do I feel it was mine and in this current cost of living crisis I would ask that EE make this small sacrifice to help one of its most loyal customers. I hope you will seriously consider this gentle request and I look forward to hearing from you at your earliest convenience.
Kind regards
Charly
[Mod edit: Please do not post personal information on the public board. Thanks!]
