EE taking advantage of the vulnerable

[Theblackraven]

I writing this message on behalf of my boyfriend to express my disgust and outrage regarding the appalling treatment my boyfriend, Adam, received from EE. As a customer with significant learning difficulties, Autism, and severe mental health problems, the lack of support and empathy he experienced is unacceptable and has had a devastating impact on his life.

Adam faced unimaginable hardships from a young age, including being made homeless by abusive parents immediately after turning 18. Alone, with no family or friends for support, he had no choice but to sleep in his work place which was a care home at the time, while attending college. Despite these challenges, he was determined to continue his education. Unfortunately, the necessity of having internet access for his studies led him to sign up for an EE 4G router. However, due to his disabilities, he did not understand how contracts worked; he only knew he needed WiFi for his college assignments to avoid failing.

When he visited an EE store, he was handed a paper to sign without any meaningful explanation or special assistance. This was a blatant disregard for his condition and a failure in your duty of care. Given his inability to look after himself properly at the time, the distress from being in a devastating situation and for him to be misled into a contract he couldn’t comprehend compounded his struggles while struggling with even getting through each day. This led to a severe drop in his mental and physical health, resulting in hospitalisation.

While staying in a homeless housing association, without any financial means, he was continually harassed by EE to pay the debt for the router. The relentless pressure from EE, despite his clear inability to pay or understand the situation, caused extreme stress and self-harm. This ordeal could have been avoided had EE shown basic human decency and compassion in handling his case.

Now, as he strives to rebuild his life, he faces another obstacle, a completely trashed credit score. Because of EE’s inhumane actions, he cannot secure a mortgage or even borrow small amounts from his bank. This continues to impact his efforts to achieve stability and independence, which could have been avoided if EE had done the right thing from the start!!

[Chris_B]

@Theblackraven  He passed a credit check to get this contract and EE can’t refuse to sell a contract to someone with any disabilities because that could be considered discrimination. The store staff are there to sell not judge someone or if they actually understand what they are agreeing too.  That’s where the customer should be asking.  Had he asked what a contract actually means this would have been explained.  As you wasn’t there at the time of sale you actually have no idea what was actually said and what your boyfriend actually understood and remembers at the point of sale.  you only have his version from what he remembers.