by luketghutch Investigator
Investigator

I was told I could cancel a Monthly Sim Plan, turns out I can't! >:(

I finished my 24-month contract with EE in January, planning to leave and take out a monthly plan with giffgaff. I called EE giving them a month's notice, but a clever salesman from EE managed to hook me into giving me a similar deal as giffgaff but also with BT Sport and Apple Music. 

I asked him 2 or 3 times, can I cancel this at any time?

He said yes.

That was the only reason I took this monthly Sim Max Plan!

Now reviewing my finances I decided I wanted to move to EE. I called this morning to find out I've signed up for a 12-month contract and can only upgrade but not leave EE.

This makes me so angry! I feel misinformed and paying more than I should be.

What a joke EE.

 

Other than paying off the rest of the contract to leave, can anyone advise me?

Surely there's a policy where an EE salesman cannot lie to you!

5 REPLIES 5
by Grand Master
Grand Master

Re: I was told I could cancel a Monthly Sim Plan, turns out I can't! >:(

@luketghutch   You can cancel at any time but as with any contract your expected to pay off that contract that you agreed to pay until the minimum term.  

by
EE Employee

Re: I was told I could cancel a Monthly Sim Plan, turns out I can't! >:(

Hi and welcome to the Community @luketghutch

 

I understand your frustration with this issue.

 

I do recommend giving our Customer Services a quick call as they will be more than happy to retrieve the call recording you had and investigate the problem.

 

Let us know how you get on.

 

Many thanks,

 

lee

by luketghutch Investigator
Investigator

Re: I was told I could cancel a Monthly Sim Plan, turns out I can't! >:(

Thanks Lee, I didn't realise it was possible to ask for an investigation into a recorded call.

I called just now and they have filed an investigation into the conversation. Hopefully should hear back today. 

The conversation was on the 29th December, so hopefully it'll still be in the records. 

by
EE Employee

Re: I was told I could cancel a Monthly Sim Plan, turns out I can't! >:(

Hi @luketghutch

 

They should still have it, do pop back with the outcome.

 

Many thanks,

 

Lee

by luketghutch Investigator
Investigator

Re: I was told I could cancel a Monthly Sim Plan, turns out I can't! >:(

@Chris_B Yes, I'm aware of this, however I'm convinced this wasn't made aware to me. I was very careful not to sign myself into anothe long contract after waiting 24 months paying off my handset. I made sure with customer services that it was a monthly contract I could opt out of any time. This is was how it was presented to me. I'm not under the impression that the salesman was twisting my arm and lying somewhat. I'm very disappointed with EE in deceiving me. 

(Why would I sign another 12 month contract after finishing a 24 month one!?)

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