Issue / complaint with EE

sophia.anastasi

i was on tmobile , full contract for 36£ a month , got a phone call from EE saying if i switch , everything will be the same , same data / calls / text but ill be on 4g

after doing the switch my data run out the next day , i found out my data allowence was only 500mb!!

it took 4/5 callled to switch back to tmoile ( still in proccess ) so now have no phone , if EE wont take my complaint seriously who can i complain to?

grumbler

sophia.anastasi wrote: »

..so now have no phone

How come?

if EE wont take my complaint seriously who can i complain to?

What do you want? They made an error and are in the process of correcting it.

sophia.anastasi

sorry did not fully explain , they are charging me for the extra data i used ( which i was told was included ) as it was with my t mobile , they have promised to change me back to tmobile 2/3 times and each time delayed it

and i still have a bigger bill than if i was just with tmobile and keep losing days of my phone

AntJP

Hi Sophia,

The exact same thing happened to me last week from Orange to EE.

I didn't ask to move and now I have no service at all. They seem pretty clueless if you ask me, for example the guy on the phone said I would be contacted once I have been moved back to Orange to re-active my sim card - except they can't contact me as I have no phone now! :huh:

I hope you get it sorted soon, and I hope mine is too!

AJP

eljmayes

If they are ringing people up trying to get existing customers over to 4G then that signifies either great cheekiness or great desperation on their part. I wouldn't sign up for 4G just yet- wait until the summer when there is more choice and the price is (slightly) more competitive.

jnm21

grumbler wrote: »

How come?
What do you want? They made an error and are in the process of correcting it.

Hardly a nice welcome - the OP has clearly been inconvenienced by their "mistake" (some may say deceptive or fraudulent act - the OP was clearly deceived by the agreement). They could clearly do more (cancel the bill, move her back ASAP, pay compensation, etc.). Lets remember if the OP makes a mistake, say signing up for a £50 contract instead of £20, they would expect compensation (in the form of an early release fee)!

OP, ask for details of their ADR scheme (see my post in the o2 price rise thread) & state that you plan to complain to trading standards, OFFCOM & Watchdog. If feeling brave, ask for you PAC code, which they must give you unless they cannot identify you - this is a very risky route - use at your own risk; they cancelled the t-mobile contract to move you to EE - it is probably no longer enforceable, the EE contract is not what they sold, so difficult to enforce... what can they do - they will try to frighten you, but would they go all the way to court? I really have no idea how this would play out, so ADR & OFFCOM are the best routes.