EE my return equiptment and are now billing me

[Lisamck99]

Last Sept I took out EE mobile broadband. I was moving into a new build so couldn't get broadband yet. They advised mobile broadband would be efficient to work from home. Within 8 days it ran out so I cancelled the contract and returned the box. However several months later I discovered a bill on my credit score for almost £600 from EE. when I called to check what this was they advised that they hadn't recieved the box. I assured them it had been returned. There had been some confusion with my new address but has given them the new address on 3 separate occasion at and around the time my contract was taken out. They advised that they had not recieved that information and were instead sending letters to my old address. I went ahead and requested recordings of our previous conversations and it confirmed that I had indeed sent them my new address multiple times. They however had not updated their records. I'm conclusion I was mis sold mobile broadband. They failed to keep my records up to date and now billing me for equipment they failed to.log in correctly when it was returned. Going by the endless reviews and questions from other customers who have also been billed for missing equipment surely there is an error in the depot that checks these items in. The hundreds of customers who have experienced this recently can not all be wrong. 

[Chris_B]

@Lisamck99  How was you miss sold the product?  Did it work ?  You’ve not said how much data your contract was for but you used it all up in  8 days so it’s obviously this was working ok.   The only problem was your account details wasn’t updated to your new address.    That’s not miss selling. 

How did you return the product?  Did you call customer service to request a return package?  Or did you just send it back to EE ?  

[Lisamck99]

I was sold the mobile broadband on the basis that it would be suitable for working from home 5 days a week. It clearly was not or the data would not have run out so quickly. I contacted EE multiple times regarding my new address but it was never updated on my account. I returned the equipment as per instruction from EE. 

[Lisamck99]

Had they informed me at the time on taking on the contract that it wouldn't be suitable I would never have taken the package. Had they updated my address when I changed it they would have been able to contact me. They did not. Had I known that the box had not been recieved I would have been able to contact them to sort it out . Now I am left with a £600 bill and a serious dent in my credit rating because it has sat there for so long accumulating additional debt month after month. Was was meant to be a simple £30 a month contract has grossly affected my credit and borrowing capability if I choose to. They had a contract with me which they failed to meet. Keeping customers details up to date is a basic required amd not a difficult task. 

[Leanne_T]

Hi there @Lisamck99 

I am very sorry to hear this has happened. 

Is this currently being looked into for you by our mobile guides?

You can find ways to query your credit file in our Credit Files Explained | Late Payment Help, page. 

Leanne.

[Lisamck99]

I took it to the ombudsman but because I didn't specifically say to EE on the calls to change my address then they are not to blame. I didn't know I had to specify to change my address after I told them of my new address. Because I can't prove that I sent it and they don't have reciept of it then I'm stuck with this bill. 

[Leanne_T]

Hi @Lisamck99 

Thanks for coming back to me. 

Have you raised a complaint and been advised this was the next steps? 

Leanne.

[Lisamck99]

I went to the ombudsman and they have finalised it on the basis that I did not request an address change directly even though I told them of it multiple times. 

[Leanne_T]

I see, thank you @Lisamck99 

If you have not been in touch with our complaints team to see if there is anything they can suggest to help, please raise a complaint using the Make a complaint (ee.co.uk) form.

Leanne.

[Chris_B]

@Lisamck99  What was the data allowance and exactly what was you using that data for?     Emails don’t use a lot of data but uploading/downloading large files will.  teams can use up to 450meg per hour.

The person who sold it doesn’t know what you intend to use it for so yes it’s perfectly good for home business use as in it worked for your needs but you used up the allowance in that tariff.  The amount of data in your allowance will also factor in it.   So basically the tariff you choose wasn’t suitable for your needs.   Hence have an unlimited tariff as this option is available.