Two year contract at an end. Why am I still paying for the phone.

[Penelope2]

Why am I still being charged the full amount as my contract has ended.

[Epeli]

Why is this not done by the company automatically, knowing the customer has paid off for the phone and will only need to pay for using SIM card. But you charge the customer as if they still paying for phone. Can this service be changed please it is unfair to customers thank you.

[XRaySpeX]

@Epeli : EE's traditional contracts have no concept of paying off the handset. You agreed to pay the same price for the full duration of the contract. There will however be a 10% discount 3 months after the end of min. term. You may always choose to upgrade your contract to a cheaper SIM-Only contract from the last 45 days of your contract term.

[Brandconner16]

I’ve just been trying to sort the same thing out. I’ve been paying an in active contract for 1 whole year! EE your absolutely Scam artists, this should have just been cancelled on your end when the phone was completely paid off. I will be taking this further as I want my money back. 

[Mr_Fields]

I am still trying to resolve this aswell and this is now 2 years since my contract ended. I finally managed to change the price plan but the refund is still waiting. I have been palmed off with several managers and assistants that say they will call back but never do. I’ll end up throwing this to a court to claim and taking it further. I have since kept my sim only plan but changed my
Business usage to another provider as the service is pathetic at best from EE
Sent from my iPhone

[Leanne_T]

Hi @Mr_Fields 

Thanks for coming here. 

What have our customer care team advised when you called?

Do you have a refund on your account and would like this refunded to you? 

Leanne.

[Chris_B]

@Brandconner16   You should upgraded to a sim only contract at your minimum term date or terminated the contract.  Your device wasn’t billed separately to your tariff and at the minimum term it changed no to a 30 day rolling contract.  Obviously you didn’t read your contract you agreed too, perhaps you should have  as EE don’t owe you any refund and they kept to the contract Tt&Cs that you agreed too.      Only now can you have a separate device and tariff contract.      You can try and take this further but legally you don’t have any chance of a refund because you accepted the T&Cs.      

You might want to read THIS    From point 2.4 

[Mr_Fields]

Hi, the response from the customer care team was that the refund would be issued after a call back from a manager to authorise. Unfortunately they never cal back, even though I call. I was given £17 for returnable itemised billing which I still get charged monthly even though it’s deactivated. But other than that no response. It’s wasting a lot of my own time dealing with this constantly.

[Katie_B]

Good morning @Mr_Fields. 

Did the agent advise they would call back?

Was a timescale provided?

Speak soon, 

Katie

[Lesloo82]

I’ve just found myself in the same position. I went to check if I could upgrade my daughters phone for her upcoming birthday and noticed that her contract in effect ended 10 months ago! I was never advised, never asked if I wanted to upgrade or purchase a sim only deal at that point…. Why? 

with my own phone, I was bombarded with messages when I was due an upgrade! So that’s 10 months at £60 per month that I assumed would automatically be put on a sun only deal. To add insult to injury im now a service person with a blue light card so if I want to open a whole new account / new customer / new deal I get 20% off. But because I’m an existing customer I can’t do that.  For some reason the 10% out of contract discount is not showing for me. But if I was a new customer I would have 20% automatically and a better deal. 

EE it is an absolute scandal that you are doing this to people. I’ve been a loyal customer from the very start. My whole family (5 of us) have phones / iPads / watches / broadband with you from day dot and you’re outright scamming people on the basis they will forget their contract date or assume it Will automatically change to a sim only payment. 

Shady, shoddy and unprofessional. The Customer care is just not there. 

[Christopher_G]

Hi @Lesloo82 

Welcome to the community.

Have you managed to get through to speak to our Mobile Care team about this? You can find a live chat service and contact numbers on our get in touch help page.

Chris