EE 'free' 4G 30 day mobile dongle trial is actually a 24 month contract

thirstycamel509

Be very aware when offered the free 30 day trial for 4G mobile broadband this is in fact a trial for a 24 month contract. I was never told this.

It was never explained to me that me accepting the 'free trial' of this product would result in a 24 month contract. I was told
By EE that they were asking customers to trail it for them to get feedback in the EE speed.

I was told that I could easily drop it in to any EE store to return it which is a lie. No documentation came with the dongle on its arrival to say where it had come from, under what terms or with a contract or note of deadline for the 30 days. There has been no correspondence from either EE or Orange since the arrival of the product that has indicated that it would result in a 24 month contract.

I tried to return the dongle withon the 30 days in store on both London's Carnaby Street and Oxford Street. The first refusing to help me, the Oxford Street store unable to help without any documentation of which non was supplied.

On calling 150 on 7th May I was informed that I had now entered a 24 month contract of which I never agreed to and without buying myself out I would be committed to the contract against my will.

EE have admitted to me that no contract or terms were supplied with the dongle and it is policy that this documentation should have been.

I have now spent 3.5 hours and counting trying to speak to the right department to get the illegal contract displved. I have spent all this time on a wild goose chase, always on hold and never getting anywhere. So far I have been given the details to a department that doesn't exist, been told a manager will return my call and they haven't, visited Oxford Street on advise which appears to have been a waste of time and been kept on hold for 3.5 hours. All at my expense. I am No closer to closing the account which I have no permission to undertake.

EE's behaviour from start to finish on this matter is frankly disgusting.

bod1467

Did you sign/agree to a direct debit mandate (or other payment mechanism) when agreeing to receive the 4G SIM? (Or is it the case they already know your details as you are an existing customer?)

thirstycamel509

Unfortunately I'm an existing customer

frenchybab

Hey

I had the same issue. I was given this dongle (which I did not want in the first place). I phoned up on the 29th day to cancel to which I was told it was too late, I was to cancel 15 days prior to the end of the trial. I was not told so!!!!

They said they will send me a prepaid next day delivery envelope however was advised I would still be charged as the invoice was already printed. So I requested for my direct debit to be cancelled.

I received the envelope however it was not prepaid. Thinking they had been an issue, I contacted them to inform them to which I was told that they do not send prepaid envelope. I would need to pay for it and the amount refunded to my "non existant account".

Getting really annoyed at having this unwanted dongle, i relunctantly paid for the return of the item..... well guess what appears 7 days later in the post ???

A prepaid envelope!!!!!

So basically I am now being told I wont be refunded for paying the postage as they sent me a prepaid envelope after!!!!!

A total shamble!!!!!!

thirstycamel509

Absolutely ridiculous. I'm going to report them to Ofcom. I'm beginning to hear more examples of EE mi-selling policies. They can be fined a huge amount of money for what they have done.

thirstycamel509

I called 150 again on the 8th May at lunchtime. I was advised by this team member that apparently their is no single department for complaints for me to be put through to. I was eventually put through to Wendy Simpson (408PT). At first I was advised by her that because it was over the 30 days that I could not get out of the contract, that they had no authority on this but out of 'good will' they could offer the following –
Product purchase £30
Rolling contract of 15.99 per month.

I explained that EE mis-selling me a contract should not result in me being committed to any expense and re-iterated that no written or verbal contract or terms and conditions were supplied to me with or subsequent to the products arrival, or notification of deadline on the 30 day returns policy. I was not satisfied with even the reduced expense. Wendy spoke to her line manager who eventually conceded that I was mis-sold the contract and that EE at their expense would supply me with a returns box and dissolve the contract. I asked whether the phone call was being recorded, Wendy said no. I have written a follow-up letter to the complaints department to ask for the dissolution of the contract in writing.

If you have been caught up in this scam do not pay anything, because paying means you have agreed to the terms. If you didn't give permission to be assigned to a 24 month contract, don't stand for it, you have rights.