How do I cancel within 14 day cooling off period? Getting mixed messages from EE

[realgonekid]

Hey hope someone can help, I took out 5G EE mobile broadband. I'm 4 days in to the 14 cooling off period and wish to cancel. 
In the documentation with the 5G hub it tells me to call 07953966150 to cancel, which I did. 

However the agent on the phone told me cancellation can only be done with a form? They gave me the url to the form, but it goes to a page not found.

Can anyone help?

Thanks

[Linzi_H]

Hi @realgonekid 

I'm sorry to hear about the trouble you're facing when trying to cancel within the 14-day cooling-off period. 

It sounds like the team is completing a security check with you first before making any changes, and we do this to protect our customers.

Although you may not have an online account, you will have an account with us directly. This is how we manage your services, and we set up a password with you to use when you speak with us over the phone. 

From what you're saying, it sounds like this could be what the team is looking for. I'm so sorry if things haven't been clear!

If you can't remember the password, the team will default to other security checks/questions. So if you can, please answer the security questions if you're able to do so (even if the answers may be obvious to you).

The last thing we want is to leave you feeling unhappy, and any further trouble you are welcome to reach out to our complaints team.

Keep us updated! 

Linzi 

[realgonekid]

Thanks @Linzi_H , I wish your colleagues would explain things better at EE. I had no idea what account password everyone kept asking me for until you just explained here.

I answered the back up questions in my first reply to their email but they were things I had already filled out in the form so I was confused why they were asking them again. 

I’ll let you know how it goes, thanks for explaining. 🙂

[Linzi_H]

Yeah, it definitely sounds like there has been some confusion, and I know it's really frustrating when things aren't explained properly. 

I am super confident everything will get sorted though @realgonekid 

Linzi 😊

[XRaySpeX]

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[XRaySpeX]

Sufficient security check would be order no. & name & addy it was sent to + maybe card no./ bank a/c paid with.

[realgonekid]

Agreed @XRaySpeX and it’s weird that EE ask for an account password when not all customers will have set one up, depending on how they started their service with EE. I never generated one and was never asked to set one up over the phone. 

Hopefully will get resolved soon, but the communication from EE, outside of this forum does cause a mild level of stress 😅

[realgonekid]

Hey @Linzi_H, please can you help me because I’ve had no luck with customer service over the phone and I’m being sent round in circles. 

The return was approved and I was provided free return of the 5g hub via DPD. I got an email from EE confirming it had been received last Wednesday. EE said the return would be processed within 48 hrs and I would be notified by text. However, I’ve received nothing from EE. I’ve not har a refund of the £100 I paid up front. I’m getting nowhere over the phone and I get passed from department to department. 

Can you help?

[Rach_H]

Hi @realgonekid,

Thanks for getting back to us, and letting us know what has been happening.

We don't have account access here, so we wouldn't be able to confirm what is happening with your return, but any updates should be noted on your account. I'd recommend giving the team another call, and they can get this chased up for you.

Rach

[realgonekid]

That’s disheartening to hear, but I understand if you haven’t been given the resources to help with this.

I’m just frustrated, already spent about 2 hours of my time waiting in call queues and getting passed from pillar to post by advisors who don’t seem to understand what I’m asking.