I have been mis-sold a contract to stay in EE, they refuse to provide transcrip.

[georginafervill]

I have been an EE customer for 11 years.

My contract was coming to an end in a few days but needed a new phone, so I requested an upgrade.

The process was painful itself , as they wouldn’t let me have payflex due to an error in their system with my name/ address combination, possibly linked to my new marital status. Because of this , I was offered my usual full work plan + new handset on a normal 24 months contract for DOUBLE what I was paying , which I refused so they offered to downgrade me , missing out on many add ons for still a lot more than I was paying a month.

Now I am reasonable, and I said if I considered to stay it would have to be for equal or similar level of service because I had the option to walk out of EE and get exact phone with a far superior contract on ID mobile for a lot lower , but I would expect EE to consider that my entire household and broadband is with them for over a decade. The lady on the webchat then told me that she spoke to her manager and that she was authorised to offer me a downgraded plan , the ALL ROUNDER, with one inclusive add on that I always need (EU Roam) + Apple Music if I stayed with them. As the price was still higher but within reason, I was ok with this and decided to proceed. I read the papers and seek reassurance from agent not twice but thrice that Apple Music would be added on (these were the two add ons I was mainly using on my old contract Full Works) she said yes yes and yes.

What is my surprise when I receive and set up my new device and is asking me to pay 10.99 for Apple Music , which would take the price of my bill with now reduced services to a higher point that if I had continued on full works. I spoke to several agents on webchat and something was off. When the day before everyone could pick from previous agent's conversation, this day they were asking me for a screenshot to honour this. I did not take one , as I would have trusted a serious company to have their own way to access records. Also I trusted them so why would I be taking screenshots? The add on is also mentioned on my add ons on the app and in my offer. 
I got another agent calling me , called Callum Morgan providing me his email address and telling me the guys from Webchat will have a copy of the transcript of the conversation to send to him. I go back to them and this is what they say :

 After back and forth with screenshots with Callum he’s now saying my Apple Music “has been used”. I am beyond fuming.

I am being treated like an idiot and a liar  and scammed into a contract with very basic options paying a lot more when I had the option to walk out , and even despite their initial mess in their system I decided to stay clearly out of coercion and lies. I have been mis-sold and now stuck with a very expensive contract that offers me close to nothing. 

As they’re now ignoring me I am willing to take this to the ombudsman, but just so you know guys , do not trust anything the guys on the webchat say and screenshot absolutely everything that is said, they will be quick to scam you into another contract / upgrade and not delivering anything that had been promised.

 

[Peter_W]

Hi there @georginafervill 

Thank you for reaching out to us here on the EE Community. 

I really appreciate your concern with this one, and we would absolutely want to make sure that your plan includes all of the features that were originally offered. 

When was it that you agreed to this upgrade, and do you know if our team have opened a complaint for you regarding the Apple Music issues?

Peter

[Owain5]

This has happened to me as well when I signed up on 22.8.24. Negotiated lower price using chat facility because I was a BT broadband customer.  Now find I am being charged full price and can’t get apple music as an add on.  I only signed up because of the discount and the fact that the extras included meant I was paying less than I would otherwise.  EEs systems are clearly not good enough.  

[Debbie_G]

Morning @Owain5 

Welcome to the community.

I'm sorry to hear this, if you haven’t already, I'd recommend contacting us to discuss your account. 

Our team will be happy to review your plan and add ons to get this sorted for you.

Debbie 🙂

[Adengravett]

I am currently having the same issue, declined flexpay so offering me a contract at a MUCH higher price or a downgrade for a similar price i am currently paying, its ridiculous, basically saying i can't afford a cheaper price but here have a higher price contract, makes no sense, despite being a loyal customer since it was Orange Network and this is the thanks we get, not to mention my phone signal is awful everywhere, might have the most coverage in the UK but its negligible as its the worst signal 

[prashmn]

I have been mis sold a contract too. I was a BT broadband+ TV customer for 2 years and was about to cancel my contract. The advisor Jess said they would offer me a full works tv package for £56 odd for 3 months following which the process would drop to £51 odd for the rest of the year. I found out a few days later that they had stopped my TV package. When I called up to ask why, another guy answered saying that it was impossible that I was offered this package. He also said he can neither confirm nor deny that I was offered this package before. Just that it will not be offered without extra payment now. Thankfully I am still within the 14 day cool off period. So I can cancel the whole thing during that time. There are so many better deals from more scrupulous companies out there. EE did not even make an attempt at an apology.

[Chris_B]

@prashmn   Obviously the agent cannot confirm or deny as they didn’t offer you this.    Full works is £80.  And I’ve never seen or even read someone being offered a deal that actually gets reduced after a set time frame.   You pay more for three months and then it’s cheaper, that’s a first !! 
You might get a reduced price for 3 months and then it goes to the true cost after.  And then these the cost of the BB tariff you choose on top.