Hi
I had a contract with EE that expired and was thinking of upgrading.
I received a F&F discount code, but could not apply it to my internet order and called your reps.
After explaining the situation to a rep (I have his contact details) he informed me that the discount can be applied after the upgrade has been processed - he will fill in a form for me. Turns out I already had a discount (out of contract - so that is why I was not able to apply the F&F discount, even though I mentioned that I was out of contract already to 3 different reps I spoke to, not 1 mentioned there is already a discount which is why the F&F discount does not work).
I then called again and a different rep told me that I can return the device and he will get me another upgrade. Nope, he just went ahead an added a second contract.
I requested a returns for the first upgrade via email, which was not acknowledged (I have the email proof of when I submitted the return). After a few days of not hearing anything I called again.
So the first returns was missed and that is when I found out that the second upgrade will not be at the price we agreed to. Conveniently you can't find that call.
So yesterday I called and decided to cancel contracts with you (all within the 14 days), I specifically asked the rep (and I quote) "What are the charges?", to which she responded (and I quote again) "You will not be out of pocket".
Now I have received my first returns and you want me to pay for special delivery! And I assume you will expect this for the second return?!
I specifically asked, I can see the return cost is displayed online, but it was not mentioned by 1 of your representatives!
All this has come about a mistake on your end.
I filled a complaint last night, but I do not know how long this will take and I am sick of it.
I want you to honor your agreement and get this sorted without me being "out of pocket"!
