Are EE trying to fob me off?

Ryaen

Hi there forumites!

I'm in a bit of a dispute with EE over my bill.
After what can only be described as the worst customer service from any company I've ever had the misfortune of giving my custom, it has come to my attention that they've added a 'bolt-on' to my account which I had never agreed.

This bolt-on was for £5/monthly, and has been active since May 2010, which is (approximately) £240 overall that has been taken via direct debit from that time.

EE are saying to me that it's my fault as it's my own responsibility to check my bills - is this correct or are they trying to fob me off?

Would appreciate any advice as to my rights in this situation - if they don't offer me the entire amount (or at least a sum close to it), then I think I'll follow all complaints procedures available to me (Ofcom/CISAS, FSA, OFT, FOS, possibly even legal action) - do you think this might persuade them to rethink their situation?

Kind Regards,
and thank you in advance.

Ryan.

Anoneemoose

Ryaen wrote: »

Hi there forumites!

I'm in a bit of a dispute with EE over my bill.
After what can only be described as the worst customer service from any company I've ever had the misfortune of giving my custom, it has come to my attention that they've added a 'bolt-on' to my account which I had never agreed.

This bolt-on was for £5/monthly, and has been active since May 2010, which is (approximately) £240 overall that has been taken via direct debit from that time.

EE are saying to me that it's my fault as it's my own responsibility to check my bills - is this correct or are they trying to fob me off?

Would appreciate any advice as to my rights in this situation - if they don't offer me the entire amount (or at least a sum close to it), then I think I'll follow all complaints procedures available to me (Ofcom/CISAS, FSA, OFT, FOS, possibly even legal action) - do you think this might persuade them to rethink their situation?

Kind Regards,
and thank you in advance.

Ryan.

What was the bundle for and how was it applied? (Online via your account, over the phone, in store.

Why didn't you alert them sooner? Was there a reason?

Anoneemoose

Anoneemoose wrote: »

What was the bundle for and how was it applied? (Online via your account, over the phone, in store.

Why didn't you alert them sooner? Was there a reason?

Edited - depending on the circumstances and answers to the above will determine whether threatening the above will have any effect.

pepdavies

Four years to notice a mistake on every bill? I wish I was as wealthy as you. Although it might have been a mistake originally, it's reasonable that the phone company think you actually want this add on. I would check how you've benefited from this. If it gave you unlimited texts, for example, by refunding you the money you might get a lot of back dated charges.

grumbler

Ryaen wrote: »

EE are saying to me that it's my fault as it's my own responsibility to check my bills - is this correct or are they trying to fob me off?

Yes to both questions

Would appreciate any advice as to my rights in this situation - if they don't offer me the entire amount (or at least a sum close to it), then I think I'll follow all complaints procedures available to me (Ofcom/CISAS, FSA, OFT, FOS, possibly even legal action) - do you think this might persuade them to rethink their situation?

Possibly, by you have to exhaust the internal complaints procedure first. When complaining make it clear that you will take the case to the ombudsman if needed and possibly to the court.
And shortlist the bodies you are going to complain to.
Ofcom doesn't deal with individual cases.
FSA doesn't exist any more.
FOS have nothing to do with this.
Small claims court is fine if they cannot prove that you agreed to pay for the bolton and you can prove that you have never used it. IMO, the fact that you failed to check your statements is irrelevant if they have taken the money that you haven't authorised them to take, and this was less then 6 years ago.

You can try going the DD guarantee route as well. AFAIK there are not any time limits, but I don't think that the bank will agree to claim back money for all 2 years.

Ryaen

Anoneemoose wrote: »

What was the bundle for and how was it applied? (Online via your account, over the phone, in store.

Why didn't you alert them sooner? Was there a reason?

It was for GPRS Data (applied via an upgrade process with Phones4u apparently), and it was simply because I hadn't had access to my bills, so I appreciate a level of blame is directed toward me - but it was added without my knowledge.

Thanks for the quick reply.

Anoneemoose

Ryaen wrote: »

It was for GPRS Data (applied via an upgrade process with Phones4u apparently), and it was simply because I hadn't had access to my bills, so I appreciate a level of blame is directed toward me - but it was added without my knowledge.

Thanks for the quick reply.

Then I believe you won't have much success. As phones 4 u put it on, it is them you should chase although I doubt they will do much.

EE were billing you as directed and they were not advised differently.

Why didn't you have access to your bills? Was it because of their system issues? If so, you could try and argue it from that point of view. Again, you would probs need notes on you account to suggest you had contacted them to advise you were having issues and they hadn't done anything about it.

grumbler

I agree that it's P4U who are to blame/chase if Orange refuse to refund the money voluntarily.