Request for Resolution: Unfair Plan Charges and Loss of Promotional Benefits
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30-11-2024 12:37 PM
Timeline of Events:
Last night, I activated a new EE SIM card and purchased a £15 plan.
I decided to switch to a £10 plan instead, but the text message I received indicated that I needed to top up to select the £10 plan.
On the EE website, I first canceled the £15 plan, then topped up £10 to purchase a new plan starting on December 30.
I received a text saying I could send the code “NOW” to 150 to immediately cancel and start the new plan. I sent the code.
However, I now realize that by doing so, I have:Lost the half-year promotional offer tied to my initial plan.
Lost the original £15 plan, effectively wasting that money.
As of now:
I’ve spent over £20 in total but received neither the benefit of the promotional offer nor a usable plan for this month.
I haven’t used any data or services yet.
Request:
I understand there is a 14-day cooling-off period, and I am requesting the following:
A refund for the overpaid amount since I haven’t used the service.
Alternatively, can my plan be switched to the £10/25GB promotional offer, with the price difference refunded?
As the actions I took were based on the instructions I received, this was not my choice or intention, and I feel it is unfair to bear the consequences. I hope for a fair and reasonable resolution to restore my rights as a customer.
At this point, I’ve effectively spent £23.50 on a one-month plan that’s only worth £10, which feels highly unreasonable. This amount could have easily covered two months of service. I kindly request that these actions be promptly reversed or that a refund be issued.
Thank you for assisting with this matter.
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30-11-2024 02:12 PM
@Jasmine956 : You started your new PAYG SIM by buying a £15 pack. Then you topped-up & bought a £10 pack which would normally start when the £15 pack expires. However you then texted NOW to 150 thereby cancelling the £15 pack & losing it remaining allowances, as it warned you but you went ahead with it. That was your choice. I can't see EE has any obligation to refund anything.
You may always switch back to the £15 pack, in the same way as you switched to the £10 pack, & regain its promotional benefits.
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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30-11-2024 02:12 PM
@Jasmine956 : You started your new PAYG SIM by buying a £15 pack. Then you topped-up & bought a £10 pack which would normally start when the £15 pack expires. However you then texted NOW to 150 thereby cancelling the £15 pack & losing it remaining allowances, as it warned you but you went ahead with it. That was your choice. I can't see EE has any obligation to refund anything.
You may always switch back to the £15 pack, in the same way as you switched to the £10 pack, & regain its promotional benefits.
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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30-11-2024 02:24 PM
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30-11-2024 02:42 PM - edited 30-11-2024 02:51 PM
"You can also (a choice for you to make) cancel your current pack (the £15 one) & start your £10 pack straight away (right now!), simply text NOW to 150"
Seems quite clear! What else can it mean but to forgo the £15 pack in favour of the £10 pack?
Also you lost nowt by not doing this. If you hadn't texted NOW to 150 the £10 pack would have been held in abeyance until the £15 pack expired, as it mentioned earlier, & you would've lost no money.
@Jasmine956 wrote:
You weren't charged; you spent of your own violation.
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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30-11-2024 02:49 PM
not used within 14 days. I thought that after it was sent, I would be
refunded 15 pounds and replaced with a 10-pound card. I need to apply for a
refund of the 15 pounds myself, so I sent the Now card. Otherwise, who
would send the Now card? It's the first time I buy and use an EE card. If
this is the case, no one would choose it. It's totally unclear!
