The Life Events Team

[ARN92_]

Hi.

Earlier, I had sent an email to the EE Life Events team, advising them I was a vulnerable customer of theirs, with autism, learning difficulties and also depression. I had attached evidence from my GP of this, and they came back to me saying that I did not meet the criteria.

Me, obviously unhappy with their response, advising them it states on their webpage that “If you have a learning disability then we can look in to making account adjustments for you”. The advisor came back to me and said “Yes, I know it states that but you can use the phone fine” I could not believe what I was hearing.

In 21st century Britain, is discriminating towards the disabled now the norm because for an advisor to tell me that is not on, yes I made a complaint to webchat but got nowhere as my end resolution was going to end the contract without having to pay an early termination fee.

The reason I wanted that resolution is because of the medical issues that are currently ongoing, in which I do not understand the meaning of debt and money. This meant I have had to set up several payment plans with EE in order to get back on track, but it’s not helping me get any better, for the sake of my mental health and credit file.

Essentially do you think I should give it one more go to the EE Life Events team, but add further to my displeasure of having to deal with that agent today to see if they can make any exception, or am I just wasting my time?

[Northerner]

Hi @ARN92_ 

Playing devil's advocate it is easy for someone to make allegations that are vulnerable to try obtain a discount on  their tariffs/plan. Ultimately those who pay the price are other EE users via increased tariffs and yearly charges. EE are correct in questioning this as if they don't they are liable to other users to litigate them as why should I pay more? 

Becase of the cost of living crisis I suggest this is becoming more likely companies like EE are more liable to their customer base as a service provider as their criteria for discounts are unfair and potentially in breach of the equality act at least. 

In summary you shouldn't have taken on a debt,/contact you cannot now afford. 

[ARN92_]

Disagree.

No one is playing devil’s advocate. EE should be acting professionally, instead of explaining that my evidence does not meet their criteria despite what it says on their webpage, and also saying that “I can use the phone fine” how does that account for my disability. If I stated that I was without arms or legs, I would have done so in my original email.

How dare you suggest that I’m playing devil’s advocate. Don’t try tell me I am making up vulnerabilities as I go along. I can show you proof if it suits.

[XRaySpeX]

No, @Northerner is postulating he is playing the role of devil’s advocate. 

[XRaySpeX]

@ARN92_ : My 1st thought upon reading your post was that it was hard to see how can someone who writes such excellent English as you can claim to not understand the meaning of debt and money. 

[James_B]

Hi @ARN92_,

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

Thanks

James

[ARN92_]

An update on the case.

Margaret from the specialist team emailed me advising the ill health team told her that I can return the device, and they can close my account free of charge.

At the moment I am taking this further to the Communication Ombudsman, as I’m not best pleased about this response as I wanted to keep the device. Quite frankly, I cannot wait to get away from EE. How in god’s name can they treat customers with such contempt.

[XRaySpeX]

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@ARN92_ wrote:

Margaret from the specialist team emailed me advising the ill health team told her that I can return the device, and they can close my account free of charge.

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I thought from your OP that was what you wanted.

[ARN92_]

Ending my contract without having to pay the fee is not the same as returning the phone. Ultimately I wanted to keep the phone, otherwise what can I do without it in cases of emergency.

[XRaySpeX]

As you are still within your contract term & so haven't yet paid in full for the device, it is reasonable for EE to expect the device to be returned when they let you off not paying early termination fees.