I bought a dongle with 2 SIM cards from EE for my shop. On day one (Thursday) it worked fine, but from Friday onwards, the network completely dropped. I called customer service and was told it might be due to local maintenance, and it should be resolved by Saturday. It wasn’t. The signal remained terrible all weekend, and I couldn’t use the service at all.
I called again and was told there was nothing I could do to improve the connection. So I asked to cancel the lines. One staff member told me to go to an EE store to cancel. When I did, they said they couldn’t help me. I called back again, and another rep told me it could be cancelled over the phone, which I believed was done.
But the next day, I received an email saying they couldn’t cancel over the phone after all — and that I had to return to the original store where I purchased the dongle.
Since I work full-time in the shop, I sent my husband with my ID and documents. The store told him the dongle wasn’t charged, so we could just throw it away, and that there was no charge on the SIMs yet, so it should be fine. But I received no written confirmation of cancellation.
When I followed up again, I was told the SIMs were still active and I would be charged — even though I requested cancellation within 14 days. Then they told me the 14-day return policy doesn’t apply to in-store purchases, which I was never informed of when I signed up.
To make things worse, I tried to file a complaint by phone and was told I couldn’t — that I had to go back to the shop where I purchased it. I drove to the shop to complain, and they said I should have made the complaint by phone, because there’s no complaints department in-store. Absolutely ridiculous and a complete runaround.
Every time I speak to someone, I get a different story. I’ve been misled repeatedly, wasted hours of time, and now I’m being charged for a service that didn’t work beyond the first day. I also didn’t even know I’d be paying monthly for both SIMs if not cancelled — which again, was never explained clearly.
This has been one of the most frustrating customer service experiences I’ve had. It honestly feels like a scam, and I want others to be warned.
Please be extremely cautious if you’re thinking of joining EE — especially through an in-store purchase. Make sure everything is clearly written down, and do not rely on what staff say verbally, because their story changes every time you call or visit.
