Trying to return an unwanted SIM

[JunieMoon22]

I want to return a SIM that I am not going to use (long story, but very unhappy).  I was told to download the Contract Withdrawal Form.  To get to the form I need to enter the 1st and 3rd characters of my password.  I've never been given or set up a password.  So I signed up and created an account.  When I tried to enter the 1st and 3rd character of that password I was told I need to enter at least 3 characters????????????????     Please can someone help!!!!!!!!!!!!!

[Schockwave]

Hello @JunieMoon22 ,

Welcome to the community,

Is the SIM card for a pay as you go or contract? Did you enter into a contract with EE?If you did, you have 14 days to cancel the contract, but otherwise you will have to pay the remainder of your contract. 

If pay as you go, no need to return it, as it will automatically stop working after 6 months where it will go into hibernation and then you have a further 2 months before it is completely gone. So what is it and why do you want to return the SIM card?

[JunieMoon22]

My story

Last Tuesday I phoned EE to sign up to an EE SIM only. After some
conversation with the girl it was agreed that I could have a £20pm SIM
only, unlimited everything with Netflix and EU roaming. Shortly after I
received an email 'confirming' my deal at £31pm.

I then phoned back and was told that I had "signed the T&C's" (I hadn't),
and that they had done a 'credit check' on me - I don't know how they could
have done this when I'd only given my dob, email and address. I was quite
alarmed as I'd not given permission or in fact, given any details other
than dob, email and address. I was then put on hold why she went to speak
to the Manager, who would "call me back very soon". I did not receive any
call.

The next day I phoned again and was put on hold several times while he
'looked into it' - I do believe he was doing this in the hope that I'd hang
up. Eventually he came back and said he'd put a note on the account asking
the first girl to call me back as he 'believed that she'd not put the
information in completely'. Still no call back.

The next day I phoned again and spoke to someone who said to call the
original number and get them to listen to the recording. This I did but
was told it 'was a really long job' and he would try and sort it out. He
read the screen 'down to the bottom' and said he would agree to my original
deal and make sure the SIM was sent to me. He assured me that they had NO
bank details for me.

Yesterday I received a SIM. The delivery note said a/c number*********
customer order number ********. There is no information on it as to how
much I'd be paying. In fact, it says "we confirm no payment is required".

I'm sure you will agree that the service I've received from EE is appalling
and I now have no faith at all in EE and no longer wish to have any form of
contract with them.

The delivery note says I need to download and complete the "contract
withdrawal form". I went onto the EE website and found the necessary page,
but to complete the form and submit it, I need a 'password' and I need to
enter the 1st and 3rd character. I have never set up a password because
I've never been asked to do so. Because I cannot fill in this box I cannot
download or submit the contract withdrawal form.

So in answer to your question it is/was a contract SIM and I want to return
it because I have no trust in EE at all and therefore do not want to be
associated with them. I would be grateful if you could email me a contract
withdrawal form immediately.

Regards
June Worley

[Mod edit: removed personal details]
--

[Schockwave · Accepted solution]

@JunieMoon22 , when you agree to take out a contract, that is normal for them to do a credit check, they do not need to ask for permission. You will need to ring customer service and cancel your contract wrote, if you are within the first 14 days of your contract, you can cancel without having to pay for the rest of your contract, otherwise you will have to pay for the minimum term. You cannot just return the SIM card, you need to speak to customer service to discuss this and cancel the contract.

[JunieMoon22]

I have now contacted customer services again and have been reassured that
the contract ( which i hadn't signed) has been cancelled. I am to throw
the SIM in the bin. I have asked for a confirmation email, which I'm
assured is on its way. I'm not convinced this is the last.

June

June