Unaware of signing contract with sim only

[Sjtaylorr]

I was with EE/T-Mobile for 20 years (T-Mobile before they changed over to EE), in the last few years I became increasingly frustrated with the customer service and enormous bills. I moved to Sim-only with NO minimum term, this was around £15 a month more expensive than other providers but out of ease I stuck with them, until last month when I was looking at ways to reduce my monthly bills. I have since been charged upwards of £140 to leave, with no prior warning that I'd have to pay such a huge fee, I can't even imagine what this could be for? Has anyone else had this problem? Is it an error?

[chistery]

How did you leave? If you request a PAC then you get a text telling you how much the termination fee is usually. If you call, they'd tell you, so how did you cancel? Do you have proof of your sim only order with no minimum term?

[Sjtaylorr]

Hey! I requested a PAC code and the text didn't mention a termination fee, only an offer of a better deal. I'm now trawling through old emails to try and find the original contract as they've now removed any documents from my account, since it's is now closed, but it was such a long time ago. I specifically remember signing up to a sim only deal that didn't have a minimum term because I knew I'd get round to leaving eventually. I have raised a dispute with them so hopefully they are helpful or tell me it's an error! Thanks for your response

[Peter_W · Accepted solution]

Thanks for reaching out to us about this @Sjtaylorr.

I'm glad to hear you've managed to get this raised with our team, as they should be able to check over all of your contract dates and confirm exactly what's caused these charges. 

Just for your own reference too, you can find all the details you need on our process for complaints and escalations here:

EE Complaints Code of Practice - March 2024

Peter