Request for Resolution: Unfair Plan Charges and Loss of Promotional Benefits

[Jasmine956]

 

 

 

 

  

 

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.

[XRaySpeX · Accepted solution]

@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.

[Jasmine956]

The result is that I spent £23.50 on a £10 plan, and it’s only valid for one month. This is my first time using a UK SIM card, and I followed the instructions from the 150 text messages step by step. My understanding was that after sending the code, it would automatically switch to the £10 plan. If I hadn’t followed the instructions, I wouldn’t have spent any extra money, right? The text asked me to send “NOW,” saying it would cancel the current plan, but who would have known that “cancel” meant replacing the £10 plan with the £15 one? EE made me pay £23.50 for the cheapest plan. What customer would agree to this? I purchased this SIM card less than 24 hours ago, haven’t used any data or calls, and yet I was charged this much money simply because I followed the text instructions. There were no clear warnings or guidance for new customers. This is very disappointing.

[XRaySpeX]

"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:

yet I was charged this much money simply because I followed the text instructions.

You weren't charged; you spent of your own violation.

[Jasmine956]

It says on its official website that a refund is available if the card is
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!