Dear EE Team,
I am writing to formally escalate my complaint, which I have already submitted 3 times via complaints section with no response. This matter is extremely frustrating and unacceptable.
On 28th February 2025, before leaving the UK, I spoke to a member of your EE team over the phone. She informed me that my contract would end in June and advised me to contact EE in June if I wished to terminate. She specifically said there was no point in contacting you earlier. Based on her guidance, I waited.
Recently, I received a message stating that EE would charge me again on 3rd June. This contradicts the information I was given. I attempted to resolve this via your chat service, as I was previously told this would be an available option while abroad to request the contract termination. However, every representative I contacted refused to assist, insisting that only a phone call would be valid. This is yet another example of misinformation from your team.
After several failed attempts, I was finally able to call EE using a paid international calling service. During that call, the representative helped me terminate the contract but informed me I would still be charged £37.76 on 3rd June, despite the termination. He also told me I should have contacted EE on 12th May, one month before the contract end date—directly contradicting what I was told on 28th February. The EE agent on 28th February explicitly told me to contact EE on 12th June, and I marked this in my calendar following her instructions.
I was also informed that I will be charged an additional £36.49 for the period from 26th June to 26th July, but this would supposedly be refunded later. This is completely unreasonable.
Let me be clear:
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I left the UK on 28th February 2025.
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I have not used any EE services since leaving.
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I have continued to pay my bills until my contract end.
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I made every effort to follow EE’s instructions and was clearly misinformed multiple times by your staff.
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I’ve been forced to pay for an international call just to reach someone.
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My UK bank account is now at £0, and I am not returning to the UK.
This situation feels like I’ve been scammed into paying additional, unjustified charges due to your team's poor communication and misleading advice.
I do not agree to the £37.76 charge on 3rd June, nor the £36.49 charge for July. I demand that these charges be cancelled immediately, and I expect written confirmation that no further payments will be taken.
Please resolve this as a matter of urgency.
FYI - My original email address is [edited] but since I was not able to log in with my original email address (think my account is frozen or something) I have created a new account with my another email address to be able to post this urgent matter.
Thanks,
Jung Hyun Lee
[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]
