So I got an email a few months ago telling me that one of my add-ons (Netflix Standard account) was raising it's prices so as a result I could no longer be on the standard package rewarded to me as part of my sim deal without paying a little extra. I agreed to this and all of it was updated.
Now today I ended up getting a text message from EE saying thank you for upgrading to Netflix Standard. Then I immediately get a follow up message saying 'We've removed Netflix Standard from your account. You'll no longer see this on your bill or be charged.' then it said I can re-add this in my account.
I checked my EE app and it was still on there as an add-on. Went into my Netflix account and got told that my payment method needed updating. I updated it to my EE account and I got a text message saying thanks for your payment of £12.99.
Now I'm confused because this add-on usually took care of the cost of the lowest package (standard with adds) and I paid whatever the remainder cost was. But am I now going to be charged the full amount? Why is EE doing this? Telling me it's all be updated then just kicking me out of the subscription altogether.
I put in a complaint by filling in the online form but they seem to be keen on providing something that isn't a solution, just anything and then they close the complaint.
I'm not sure if the form you have done has gone to executive complaints. Have you had response over the phone or by email as that should say what representative is dealing with it. I've got 0808 121 3333 but not 100% that's their direct line.
