being charged for a contract that was a free gadget

[ngblunden]

Hi,I had supply issues when i last upgraden handset ,and after a lot of too and froing ,the outcome was rectified and the manager that rectified it said as a gesture of good will for all of the troubles he would give me a galaxy watch ,to which i agreed and thanked him .

Since then ,EE keep trying to bill me 16 pounds per month for an extra contract for the watch .Yesterday i talked to customer service who conveniently cant find the chat transcript showing that it was free ,where as last month when i had the money removed from bill he was able to check transcript and agreed i was right .

Yesterday the agent was just downright rude about it basically calling me a liar ,i have asked for a copy of the transcript and he said it can take up to 30 days to get it .

I feel like i have beed totally duped ,ripped off and lied to by EE.

Where do i go from here ???

[ngblunden]

I had supply issues when i last upgraden handset ,and after a lot of too and froing ,the outcome was rectified and the manager that rectified it said as a gesture of good will for all of the troubles he would give me a galaxy watch ,to which i agreed and thanked him .

Since then ,EE keep trying to bill me 16 pounds per month for an extra contract for the watch .Yesterday i talked to customer service who conveniently cant find the chat transcript showing that it was free ,where as last month when i had the money removed from bill he was able to check transcript and agreed i was right .

Yesterday the agent was just downright rude about it basically calling me a liar ,i have asked for a copy of the transcript and he said it can take up to 30 days to get it .

I feel like i have beed totally duped ,ripped off and lied to by EE.

Where do i go from here ???

[Chris_B]

@ngblunden  It was free as in no upfront cost but to have cellular connection on the watch there is a data connection and that’s what your being billed for,  you’ll not get a free data connection on the watch as it’s a 2 year contract. 

[XRaySpeX]

Looks like you got the hardware free but attached to it was an airtime monthly contract for which you pay. Did you read the invoice before you agreed to it?

However it is misrepresentation to say something is free when there's a chargeable element attached that is not free.

"Free" has nowt to do with upfront or ongoing. FREE is FREE Period.

[Christopher_G]

I'm so sorry to hear that, @ngblunden

I've sent you a private message so that we can look into this for you.

Chris

[ngblunden]

i have had a similar situation ,ee had supply issues with my phone upgrade and due to misinformation and miscommunication and a lot of tooing and froing and my complaint regarding this i was contacted by a complaints manager who sorted it out and added that because of all the trouble he would authorise a samsung 4 watch as a gesture of good will (LOL) and if i was happy with that he would close the complaint so i said yes ,there was absolutely no mention of charges or contract .

Last month when i saw i was being billed for the watch contract i had a live chat with ee and the guy managed to check back on the chat and agreed i was right and cancelled the payment .this month ,the same happened but now they are saying that they can see i agreed to contract ,which isnt right ,i have asked for a copy of the chat to be told that would take 30 days ,it has now been passed on to ombudsman i have been told ,i havent heard from them yet though .

i dont know what else to do ,any ideas ??

[Leanne_T]

Hi there @ngblunden

Thanks for coming back to us. 

Please reply to the private message we have sent to you on the community for some details, so that we can look into this for you.

Thanks. 

Leanne.

[ngblunden]

i have only ever had one email showing the order and contract which says nothing about add ons or the watch at all

[Leanne_T]

Hi @ngblunden

I've replied to your private message. 

Thanks. 

Leanne.

[Seanm123]

I too have a had a similar situation to which I was told that the apple watch was free.. I’m now paying 25£ extra a month for a product I didn’t even perticularly want. 
Please someone get back to me and help as I can’t afford to pay for the 60£ phone contract and a 25£ watch contract that I didn’t want.