Why has my Friends and Family discount been removed

[AJA3]

Hi, I’ve been through the upgrade process online and taken out a new contract and phone, but have received a text message to say my friends and family discount has been removed from my account.

I was charged the bill with full price without any discount. I have an email confirmation receipt to prove the F&F discount applied during my purchase. So why got charged differently to what was promised?

I spoke with two different advisors over the online chat  they couldn’t help and said they have raised a complaint. I wasted 3 hours chatting only to be told I have to call 150 which is ridiculous!!

Also, Id like to understand why as I’ve upgraded previously over the phone with no issues. If I had known that it would be removed and would have explored other options. 

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[Christopher_G]

Hi @AJA3

Welcome to the community.

Does the person who gave you the Family and Friends discount still work for EE?

Chris

[AJA3 · Accepted solution]

Yes they do. Also this is now sorted. I spoke to the lad at EE today he’s been very helpful. He confirmed F&F discount is now put back on my account and the billing team will adjust the bill. 

Although it is sorted, I still find it careless and unprofessional from EE to charge people after confirming the monthly price on the receipt. Imagine people who don’t check their bills on regular basis. This shouldn’t happen. 

Also if the person who gave F&F discount doesn’t work for EE anymore then the discount shouldn’t be applied while making a purchase. Once the discount is given on the receipt it shouldn’t matter if the friend work for EE anymore or not. EE sort out your technical frailties!!

[Chris_B]

@AJA3  And discount offers that are given by EE to any customer can be removed at any time.  They are not fixed offers And if that F&F was given to you under fraudulent pretences then EE has every right to remove it especially when the person gave it to you no longer works for EE and they is not entitled to it or offer it to anyone else.  

[Christopher_G]

Thanks for letting us know it was sorted, @AJA3. I was only asking if your family member or friend has left EE to try and figure out if that is the reason why the discount was removed.

It sounds like it was a technical error, we're sorry for any inconvenience.

Chris

[AJA3]

In regards to your comments ‘Fraudulent pretences’ , first of all you can’t assume I was given the fraudulent discount or not secondly you don’t know me personally for you to pretend this could be a fraudulent contract and most importantly fyi ‘I worked for EE and this was given to me by my colleague who still works there’. Check your words before alleging mate..