Formal Complaint : Mis-sold Data SIM and Tablet Contract – Account Number

[TomRowe]

Has anyone else fallen for the EE free tablet but not actually a free tablet as they charge you for an unwanted data SIM for it. Mis-selling tatic ? It's very dubious saying the tablet is free when it is actually not. I feel so stupid for falling for this con and not remembering there is no such thing as a free lunch.

I am hoping the following email that I sent to them this morning will do the trick. 

Dear EE Complaints Team,

I am writing to log a formal complaint regarding a data SIM contract that was mis-sold to me on 20th May 2026, over the phone. During the transaction, your sales representative / guide Connor explicitly told me that I was being given a "free tablet" as a gift /perk for taking out a full fibre contract. At no point in the conversation was it made clear to me that accepting this tablet meant I was signing up for a separate, paid monthly data SIM contract that I did not need. My EE Mobile SIM is unlimited data. So why on earth would I need or be mis-sold a data SIM that I don't need. When I can easily set up a Mobile Hotspot ? I only discovered the truth after checking my EE Mobile account billing today. That I have been locked into an unwanted two year monthly contract under entirely false pretences. This is a clear breach of the Consumer Rights Act 2015 regarding misleading actions and a failure to provide transparent pricing information.

Because I was misled by your sales representative Connor, the standard 14-day cancellation window does not apply. I am requesting the following resolutions :

(1) The immediate cancellation of the unwanted data SIM contract with all Early Termination Fees (ETFs) waived.

(2) A full refund of any monthly charges already billed or taken for this specific SIM.

(3) Clear instructions on how to return the unused tablet and Data SIM to you.

If this matter is not resolved satisfactorily, I will escalate this complaint to the Communications Ombudsman and report your sales tactics to Trading Standards. I look forward to your swift response and confirmation that this mis-sold contract has been voided.

Mis-sold Contract Summary is attached. 

Yours sincerely,

Thomas 

I don't intend to let this drop and will definitely escalate the complaint to the Communications Ombudsman and report their dubious sales tactics to Trading Standards. If I don't get a satisfactory resolution. This mis-selling misleading customers into accepting a free ? tablet which isn't and then charging for a data SIM needs to stop.

[Mod edit: Removed personal details.]

[XRaySpeX · Accepted solution]

Who did you send this email to? EE do not have any email contact so you may not get any reply to it. You need to make a formal complaint to using an online form.

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[TomRowe]

[email protected] and also online complaints form.

[XRaySpeX]

Ah, OK!

[Mubasharayub]

This thing happens to me also.it is a in other words EE scam

[Mubasharayub]

Last year, I got iphone 16 promax from Ee on installment plan.the sale person offered me free tablet and also give a free sim as he told that as long as sim remians in tablet it would cost nothing.

after some months i noticed that they are charging me 12£ a month.

This things not only happens to me .Many other people also trapped by this tactic.

I want my money back and canacel this contract

[Peter_W]

Thanks for taking the time to highlight this, @Mubasharayub 

I can't say for sure what has happened here, but I completely appreciate your concerns if you were lead to believe this was free. 

If this was a retail purchase, we'd always recommend returning to the original point of purchase as a first port of call so you can complain directly.

Alternatively, you can also find the details on how to flag this with our complaints team directly on our help page here.

Peter

[Florontyne]

Hi Tom . I've had the same issue. I'm sending back my Samsung A11 tablet which I think is rubbish. 
I spoke to a very nice EE person, after several other EE people,who reassured me I wouldn't be charged the £243 that I had been told by previous E-E people was the charge for return, and that she would send a return envelope. Well that didn't arrive so it's taken me another round of phone calls today to get a postage label. 
I think that Ee constantly hide behind 'well this was sent to you' or this was said to you' when I know for a fact that I never received the contract they say I signed or that my 'sales person told you' when I know they didn't. 
The whole sorry episode has worn me out and is at 72years and living alone something I could have done without. And if I hear that recorded message about customer service being so good, well you can imagine my language. Good luck with your fight. I'm may still have to follow you to the Ombudsman. Kind regards. Jan

[Leanne_T]

Hi @Florontyne 

I'm really sorry you've had this experience and had to get back in touch for the return label. 

If this is not resolved for you following the call today, you can find ways to open a complaint on our Make a complaint page.

Please keep us updated with how you get on. 

Leanne.

[Almonds]

Yes. I have just experienced the same tactic during a phone upgrade. Luckily I have not opened the package that the tablet came in and am able to send it back. I too will be making a complaint about their cloak and dagger sales tactics.