Hi, I bought a TV in May 2025 for my baby to watch YouTube. I want to purchase for a wireless broadband that’s why our family visited EE on 14/05/25. We met a customer advisor Juned and he is the one served us. He advised us to take home broadband and will be install at our flat on 2nd June. We told him that we need urgently wifi because of our baby willingly to watch YouTube baby songs and etc. I said “If possible we wish to get wireless broadband wifi, that will be convenient for us and fastest way?” And then he gave us a mini portable wireless wifi to use for temporary (to use for 2 weeks) till we get our home installation broadband wifi. That time, we spoken to him that can we use this portable wifi only and then he said “ No, only for two weeks to use temporary and now baby can watch YouTube after home installation broadband is done, this wireless portable can’t use it anymore and need to return.” So we said “Okay, fine”. After that he charged us for this small portable wireless wifi fees £20 on that day. We came back home happily and we used that one and our baby can watched YouTube. Before installing for home broadband, I received a few messages, emails to check with landlord because technician will do drilling for some small holes and etc. Recently, we are staying temporary housing, providing by Home Office. I checked with them and they are not allowed to do any installation. So that, we had visited and informed in advance (in May) to EE shop (Commercial Road) where we had signed contract place. We met “Juned” again and explained to him that our house can’t install anything and asked him for his advice. He told us, don’t worries..he will cancel for our contract. On that time I asked “how to return this mini portable wireless wifi and any charges for this?” , he told us “There is no hidden charges and no need to pay anything. When we receive for our home broadband accessories just keep it first. And then wait a few days for delivery bags. When we receive it, put inside the delivery bag everything including mini portable wireless wifi and return it back by Post Office.” I made it clear again “Sure not to bring it back and return it?, he replied “No, no need to bring it back, all put it inside the delivery bag everything including mini portable wireless wifi and return by Post Office, that’s all and done.” That’s why we listened to him and follow up accordingly. When we put it inside the bag and returned by post office on 6/6/25, everything I did recorded by photo and video for evidence.
However, I had received a letter and a bill for £72 in June. So that I had visited again to EE shop and enquired for that. On that day Juned not attended for me and another staff helped me and checked with someone via phone. After spend 1hr plus, still can’t find out what happened and can’t solved the issue. That’s why I came back home and discussed with my wife. My wife told me that we didn’t use wifi and even not yet installed in our house and everything already returned to EE so that no need to follow up this issue. In July, I received a letter again and when I opened and read it, there indicated “ Debt Collection Agency Warning” regarding for EE bill £72 (without using home broadband). As for me really something strange and feeling really not comfortable. That’s why I had visited EE shop for third time and enquired for that issue. Yesterday when I visited to EE, I had seen Juned and I said hi to him but he didn’t respond. Another customer advisor Kara attended for me. Waiting quite long and after spend 30 minutes I can talked with someone via phone, they given me to talk directly. And then, she went behind and no more come out to talk to me. And also Juned quietly went behind and disappeared. I believed a manager came and spoken to me, according to him by right need to call and stop for mobile (maybe he referring small portable wireless wifi) first. I said nobody guided us to do that. Juned only told us everything put it in the delivery bag and return to EE by Post Office and he already closed account. So that we listened to him and follow up accordingly. Manger men said he can’t help, they can’t help anything and talk like we (customers) are false. So that i came back home yesterday and because of that issue me and my wife are quarrelled and became no more harmony.
I would like to know that why they didn’t let Juned to face it back and solve this issue? He is the one served in the first place and finally he told us how to do this and that? Why they let him to hide? We are customers and we don’t know what to do exactly that’s why we came back a few times and enquired to him and then follow up accordingly? I believe EE (commercial road) shop can’t solve this problem, EE head quarter or anyone from EE case manager or investigator can help the customer and solve it out. Today I received a message from Debt Collection Agency and mentioned that my bill (didn’t use, even not yet installed) increased to £82. So, I do proper channel and write details to EE and wait for response from EE first. If there have no solution or follow up, I will informed to Police and legal advisor. Now because of this issue, we can’t eat and sleep well. My wife, don’t want me to follow up and she said let it be cos of we have many evidences and etc. and the other hand I don’t like to put it aside and wish to do the right things and proper channel so that we both often quarrelled. Before we joined EE our family is very happy and peaceful. After this issued happened our family became unhappy and no more peaceful. So, please help us and advice. I have provided account number:*********** , DD Mandate reference: **********. Existing number:************* and VAT Identification Number: *********** for your reference to check it out. Thank you.
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