Complaint

[Marky4477]

I lost my device and went to the EE store got a replacement device wand kept the same number i have had for 3 years..i was told o also got an extra sim to give to a friend or family....i never activated the other sim and took it back to the store and gave it back as my.bill showed £46 for the number ive had for three years and £57 for the sim thats not been activated? I paid £46 for service on my regular number,but refuse to pay £57 for services i dont need and havent used...not sure were i stand 

Any advice please?

[Marky4477]

Hi Chris

I wasnt told when or if it will be removed,i was just it will still show in my billing but will not be charged ,even though i explained that the unused sim card was bac at the EE Store.

Mark

[Chris_S]

Thanks @Marky4477,

Even if the monthly charge has been removed for you, it's still not ideal if you want to add a Charge to bill product.

I'd recommened giving us a call so a guide can get access to your account and give you some clarity on the situation.

Chris S

[Marky4477]

I called  today and was told to go to the EE Store,which i refuse to do because the senior member of staff told me i was told all the details even though he was sat with another customer.How can somebody sat at another table know what i was told?

I gwas told my complaint had been escalated...10 minutes later another SMS said your complaint has been resolved.

How hard is it to remove a number ive never used,never activated,and have no need for a 2nd plan.

[Rach_H]

Hi @Marky4477,

I understand that this is far from ideal, but we do not have account access here on the Community, so you would need to either call the team again, or go back in store and request to speak with the manager.

Rach