EE changed my tariff without permission!

jayboi2005

Can anyone advise me here, I was with Orange and I got a telephone call from EE telling me that it was now my time to switch from the Orange to EE network.

They said my contract wouldn't be extended and my monthly contract price would stay the same. They were only moving me as orange was the old network and name, for met o access their 4G service it was important I switched.

I have had 4 bills now, they upped my contract price from £33 to £56 despite saying it would stay the same, I have had it out with them on the phone for months now with no joy. They admit that my tariff has changed, what they keep saying is they don't offer a £33 tariff on EE so I couldn't possibly have that.

If I knew that they were going to do this I'd have never moved, is there anything I can do! I've asked them to send me a copy of the call recording where I was made aware of the tariff change and they won't/can't because I never was.

Have they broke the contract at all? I just want rid of them now, they keep taking £20 extra per month which I cannot afford.

Thanks
James

NFH

Have you spoken to their Executive Office? They spend most of their time dealing with errors by customer services, so they are likely to be much more accepting that an error was made in this case.

Jon_01

I've found, just lately, Exec are pointing people back to CS, saying that they haven't gone through the full complaints process!
Which is a bit rich when it's the CS process you're complaining about!

NFH

Jon_01 wrote: »

I've found, just lately, Exec are pointing people back to CS, saying that they haven't gone through the full complaints process!
Which is a bit rich when it's the CS process you're complaining about!

Yes, they have done this for years, but now it's much more strictly enforced. You now have to go through the escalation process which can take weeks, particularly if customer services are inefficient with it. But ultimately it's still a good route to get things sorted out.

sparky93

sounds like a 3rd party, not ee themselves.....

jayboi2005 wrote: »

Can anyone advise me here, I was with Orange and I got a telephone call from EE telling me that it was now my time to switch from the Orange to EE network.

They said my contract wouldn't be extended and my monthly contract price would stay the same. They were only moving me as orange was the old network and name, for met o access their 4G service it was important I switched.

I have had 4 bills now, they upped my contract price from £33 to £56 despite saying it would stay the same, I have had it out with them on the phone for months now with no joy. They admit that my tariff has changed, what they keep saying is they don't offer a £33 tariff on EE so I couldn't possibly have that.

If I knew that they were going to do this I'd have never moved, is there anything I can do! I've asked them to send me a copy of the call recording where I was made aware of the tariff change and they won't/can't because I never was.

Have they broke the contract at all? I just want rid of them now, they keep taking £20 extra per month which I cannot afford.

Thanks
James

wiogs

I had this with o2 years ago when they changed my tarriff. Took me three months to cancel the contract.


Which I managed to do by quoting their own T&C to them.


The key bit was that they had changed to my "material disadvantage" so I was able to leave without penalty.


Have a look through the Orange/EE T&C to see if such a phrase exists. If it does get onto cancellations, that was the only way I finally got it sorted.

jayboi2005

Well the thing is, after all this messing and false misleading and selling they have done in me. I don't think I want to be an EE customer anymore, I want out of the contract, is this even possible.

I've been reading this, http://www.which.co.uk/consumer-rights/regulation/misrepresentation-act-1967/

But I don't want to start getting ahead of myself.

wiogs

Have a look in the T&C for the words I said, easy to do online.


If you find them then it is easy to tell them to get stuffed

jayboi2005

Well I'm not sure if any of these apply

7.1.3. We can suspend, change or withdraw Your Price Plan or Price Plan Services. We will give You Written Notice 30 days before We do so. The change will then apply to You once that notice has run out.

They you're made a change, but didn't tell me or give me notice.

7.1.4. We can increase any Price Plan Charge. We will give You Written Notice 30 days before We do so. The change will then apply to You once that notice has run out.

They did increase, but never told me or advised me in any way.

7.2.3.2. You are a Consumer and the change that We gave You Written Notice of in point 2.11.3 or 7.1.4 above is of material detriment to You and You give Us notice to immediately cancel this Agreement before the change takes effect; or
7.2.3.3. The change that We gave You Written Notice of in
point 7.1.4 is: (i) an increase in Your Price Plan Charge (as a percentage) higher than any increase in the retail price index (also calculated as a percentage) or any other statistical measure of inflation published by any government body authorised to publish measures of inflation from time to time, and published on a date as close as reasonably possible before the date on which We send You Written Notice; and
(ii) You give Us notice to immediately cancel this Agreement before the change takes effect.

This says about price changes, and giving notice. Also mentions the material detriment. Are any of these contract points any use to me terminating this? I'm not too great with the interpretation of this agreement.


Thanks again
James

grumbler

jayboi2005 wrote: »

Well I'm not sure if any of these apply

None.
They put you on a wrong tariff that you have never agreed to and they must rectify this.
Complain formally, then take it to the EO and to the ombudsman.

Ultimately you can take them to the small claims court where they would have no leg to stand on as they cannot prove that you agreed to this tariff and you started complaining about this from the very start.

NFH

grumbler wrote: »

Ultimately you can take them to the small claims court where they would have no leg to stand on as they cannot prove that you agreed to this tariff and you started complaining about this from the very start.

The problem with letting Orange take the OP to court is that even though the OP would win, Orange would have already cut off the OP's line for non-payment. by the time it gets to court Therefore the only way that this could end up in court without the OP's line being cut off beforehand is if the OP pays a disputed bill "under protest" and then claims back the overpayment from Orange, ultimately by going to court if necessary.