EE miss-sold contracts

[Leanne944]

I took out a contract with EE - one monthly sim in January 2025 - as i was a 'Loyal Customer' the adviser offered me a discount of £20. 

I took this offer, then i took out another phone contract that also had a £20 offer off. Again, i accepted. 

Now, this month (OCTOBER 2025) i attempted to take out broadband, unfortunately i changed my mind and decided against this, then EE have said this will cancel my £20 discounts going forward as they are broadband discounts, baring in mind i never took out broadband originally and was not offered this discount as a broadband package. 

they are saying there is nothing they can do, due to this been a broadband package. Again, i never took out broadband when i signed for these deals and it was not mentioned to me that this one a broadband package, just a loyal customer deal. 

one of the advisers have said it seems that i have been miss-sold and theirs nothing they can do and to contact complaints? How can they acknowledge they have miss-sold me and then in the same breath say there is nothing they can do? i have been with EE for 10 years and its shocking how i have been treated today. 

[Chris_B]

@Leanne944  Sounds like the wrong discount got applied when you took out this contract.  So there is nothing EE can do about the discount because of the change of mind of having BB.   EE can not apply discounts mid contract ie remove the incorrect one and apply another discount.  The system will not allow it.     You got a discount you shouldn’t have had by the sounds of it. 

[Leanne944]

Is there nothing I can do about this though? as it was not my fault the wrong discount got added and accepted said prices under the gise of this discount?

[Northerner]

Hi @Leanne944 

You have benefited from a mistake which is now corrected, just be grateful you're not asked for the additional payment for a service you have used.  This has nothing to do with loyalty rather a simple mistake from what you say in your original post which is now corrected.

As the CS person said you can complain if you want to challenge: https://ee.co.uk/help/contact-ee/complaint

Thanks 

[Leanne944]

Saying I should be grateful is ridiculous. It’s not like I schemed to get away with a deal I wasnt suppose to have, it was a deal offered to me when signing my contract and for them to go back on said deal is not something that is my fault, but the team that made the original deals fault. 

[garybs29]

The EE one sims are usually 1m/30 day rolling so why not just ask for other deals? They're hardly going to do anything when on a rolling contract

[Christopher_G]

Hi @Leanne944 

I think it's a good idea to raise a complaint through the link that @Northerner posted. A dedicated team will look into exactly what has happened and give you a call to discuss it.

Hopefully, they can help find a resolution with you.

Chris