08-05-2024 03:25 AM
I have never experienced something like this before! I have got in touch with the “upgrades and retention” team to see if I can reduce my plan. I was paying over £100 and couldn’t keep up as it’s far too expensive when I can get cheaper plan elsewhere.
was offered a plan and because I had upgrade anytime I was told I could change to flex pay and trade in.
On the point of sale I was told that I would have to trade in my phone which is fine and was also pressured to accept the offer when I asked for time to think. I had 48 hours to think but I was told the offer might change.
The experience was poor and to top it up the phone was lost in trans it and what ee did about it ? They charged me £550 for a 12 months old phone that was perfectly fine.
to cut the story short, I spent 6 weeks speaking to different people and no one had the right answer! Incompetent advisors and unfair terms and conditions. The complaint now is in the hands of the ombudsman and whether I get the money back or not I will be leaving ee at the first chance I get.
I just don’t get how Ee operates and why they are working with likewise. It’s definitely not going smoothly and many people are being affected.
I am now in debt because I couldn’t pay my rent so really why should I trust any of the advisors, team leaders or how EE operates!!
bye!
08-05-2024 08:01 AM
Hi @Itsngaddafi
Welcome to the community.
I'm really sorry to hear of your experience. If your complaint is with the ombudsman, it sounds like it has gone through our complaints process, and there wouldn't be much any more we could add here.
Please keep us updated with what happens with your complaint.
Chris
24-07-2024 02:39 PM
Same happening to me!! My line has been suspended. What's happened regarding your claim? Thanks
28-07-2024 09:51 AM
Exactly the same situation that I am in.
I feel your pain. See my post
EE just blame likewise, the Royal Mail or the customer.
disappointed after nearly 2 decades of loyalty with EE.
im off too. Good bye EE
28-07-2024 01:42 PM
Hi Olivia,
Erm I don’t know what to say. After a long complaint process with my the ombudsman. They have decided that I am still liable despite the fact that a lot of people are struggling with the same issue.
it will be interesting to see what other decisions they have made regarding similar circumstances. They were just as useless.
@Christopher_G it seems a lot of people experiencing the same thing. Maybe it’s time to look for an alternative safer option like asking people to hand in their handsets at the store like O2 does before a court claim comes and bite you in the face.
23-01-2025 10:42 AM
When I did the same thing I investigated what would happen if my trade in device was lost in transit. Once I knew it was my responsibility I sent it via Royal Mail and paid a bit extra to have it insured. If it was lost in transit I would profit £400! Alas it arrived exactly where it was supposed to exactly when it was supposed to
23-01-2025 11:46 AM - edited 23-01-2025 11:46 AM
The phone being lost in transit is not EE's fault so hardly a "scam". Perhaps that reason is why they suggest the option with royal mail that is insured etc against that. If you didn't take it & 3rd party lost the phone hardly EE's fault