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EE my return equiptment and are now billing me

Lisamck99
Investigator
Investigator

‎26-06-2024 12:32 PM

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. 

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11 REPLIES 11
Lisamck99
Investigator
Investigator
In response to Leanne_T

‎26-06-2024 06:57 PM

I have raised a complaint. The ombudsman was the next process after the complaints process failed to correct this. 

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Lisamck99
Investigator
Investigator
In response to Chris_B

‎26-06-2024 07:03 PM

When the package was sold to me they asked what I used it for. I gave them all the details informing them of the emails, downloads, team meetings that I used multiple times a day and for up to 12 hours a day 7 days a week. They recommended the package based on that information. Also because the data ran out I had to take AL from my employer to cover the days I could not work. Thankfully that was covered financially however had I not had AL I would have had to lose earnings because of this. 

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