Cancellation of order via phone went wrong

[Profile closed]

Hey folks,

in Dec 2025, I received a call from EE sales for a 24 months contract plan that with more data for £10 / month, which was identical to my pay as you go plan so I accepted the offer. However, when I received the order information from the email, it stated that the fee will increase by £2.5 every year so I immediately called 0330 123 1105 for changing my mind on the very next day and the staff said they will cancel the plan so I did not verify if it is really cancelled.

Until last month I receive an email about fee increased to £12.5, I find out that I am still in the contract plan. Called the customer hotline and EE staff claimed that a different number under the same account was cancelled, which is a mystery to me as it is not what we agreed on the call....

Anyone experience this before and know how can I escalate this ? I just want my Pay as You Go plan back...

[Northerner]

Hi @Profile closed 

You should complain here: https://ee.co.uk/help/contact-ee/complaint

You need to give 30 days to cancel but if you want to retain your number ask for it to be transferred back to PAYG. 

Thanks 

[Peter_W]

Welcome to the Community, @Profile closed.

It seems odd that they would cancel the wrong plan here, especially if you weren't aware of any other contracts being held on the same account.

Either way everything should be noted at our end, and if you did make that request within the first 14 days it's something we should honor. 

If you give us another call, or use the complaints option @Northerner mentioned, someone should be able to help you get this sorted.

Peter