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?

[Peter_W · Accepted solution]

Welcome to the Community, @Marky4477 

From what you've described here, it sounds like the new phone has been sold to you as an additional line rather than an upgrade to the number you already have. 

If you were still in contract this could have been done as an alternative to paying an early upgrade fee, but either way you should be given all the different options in a transparent manner. 

As a first port of call, we would always recommend returning to the store where you took this out and highlight it with them directly. 

From there, if you were unable to agree on a resolution you can also give us a call, where we can get you transferred to our dedicated retail support team to investigate this further.

Peter 

[Marky4477]

Thanks Peter...
I went to the store and was basically called a liar when i said they didnt
make it clear that i would have to pay for 2 lines.
In fact the receipt hadzeros and at the bottom said "You have saved £50"
I have called Customer Support stating i will pay for the service
for my original but refuse to pay almost £3000 for a 3 year contract i
didn't request and dont need..

[Peter_W]

Thanks for the update here, @Marky4477 

I'm disappointed to hear you weren't able to make any progress in-store with this. 

When calling up to report this they should be able pass you through to the retail customer care team for further investigation, so please let us know how you get on.

Alternatively you can also raise this as a complaint directly with our complaints team, too.

Peter

[Marky4477]

Hi Peter,

I seem to be going around in circles.

I went into the EE Store in Blackburn and was told by the store managerbasically i was lying) because i was made aware of the extra costs.

How can somebody who didnt speak to me know what i was made aware of??

Also if i continue paying my bill for the number i have had for 3 years can my services be suspended?.ive been told my services will be suspended on 28/8/2026

[Lesley_W]

Thanks for the update @Marky4477 

Have you tried any of the routes @Peter_W suggested above? 

If your numbers are on the same account and there is an unpaid bill, it will affect all numbers.

Lesley

[Marky4477]

I have tried all routes mentioned by Peter W and will be leaving EE when my services are suspended as i am totally amazed how unhelpful both the store manager and EE customer service have been.

Surely it is easy to cancel a Sim card i dont have ,have never activated but am being charged over £2000 over a 3 year contract.

Im sure nobody would pay for something they have never used or intend to use after being mis-sold it for the benefit of commission. 

[Lesley_W]

I'm sorry that the store haven't been able to help @Marky4477 

When you spoke to customer service, did they raise a complaint?

Lesley

[Marky4477]

Hi Lesley...

The issue has been resolved,but the unused sim is preventing me from using "charge to bill" because im told i have more than 1 number on my account....even though im told nothing will be billed to the unused number .

[Chris_S]

Hi @Marky4477,

I appreciate you letting us know that the issue has been resolved.

I'm concerned that the number is still on your account, preventing you from setting up a Charge to bill.

Did our guides give you a date for when the number will be removed from your account?

Chris S