My elderly father, age 70, partially blind, visited one of the EE stores in November 2025 in order to renew his only sim contract.
He uses one of the oldest Nokia phones which does not have any web browsing function. He uses the phone for only calls.The plan which my father signed includes calls, texts and 20GB but no one explained this to my father. My father does not understanding English and he thought he was signing for a plan which was just for calls. It makes no sense, why this plan was recommended to him since his phone is not even compatible with web browsing and there is no way my father will even use the 20GB. No one also explained to my father about the terms of the contract and how the monthly payment was not fixed but rather was subject to a yearly increase.
It was only after reading the letter to my dad this morning did he understanding the particulars of the contract.
I have spoken to customer service this morning and they have advised that there is nothing they can do since the cooling period has passed. This is really unfair way to treat someone who is very vulnerable and clearly did not understanding a word of the contract.
I would really appreciate if anyone has any advice.
