ee took all lines out of contract without telling me about early termination fee

rossw14

Hi,
I was wondering if this may be something that you guys can help me with.
I had a fallout with the ee customer services regarding a loss of service for 2 days and poor customer service etc. After a long argument the customer service advisor aggreed to pull all lines out of contract so I could move without charge.
When I checked with ee that this was the case they tile me that this was not true.
After a long back and forth with the company the manager explained to me yesterday that he did forget to tell me that there was going to be any charge in leaving. Making me assume that there was no fees.
I understand that it was a mistake however the point is that this customer service representative has refused to speak to me on several occasions to admit to his problem, he just passed the case to somebody else every time who couldn't help.

Is this misleading under the customer misleading information act? What are my rights to what he promised? As I believe the company should honour what he said. Regardless of if it was right or not.

The manager of the representative in person is phoning me today to discuss options.

If anybody could let me know or give me any advice that would be great.

Kind regards
Ross wilkes

JJ_Egan

customer misleading information act

Does not exist .

What do you mean by all lines do you have multiple contracts ??

Two days without service is not reasonable grounds to terminate a contract .

Ask the person who phones for a transcript of your call where you claim you where told you could move without charge .

corf999

I don't think he is obliged to tell you the ETF.

rossw14

Sorry for being unclear. What I meant by the customer misleading etc is what I found online. It's called Misrepresentation Act
Sorry I dident realise that I wrote it wrong.

Yes I have multiple contracts on the account.
And I understand that there is no grounds to cancel the contract after 2 days of no service. But that's what they did. Gave me pack codes to move to another network but failed to tell me that there would be any charge applied to the account if I moved.

The person who gave me the pack codes and terminated the contracts has now admitted to not providing me the relevant information when he terminated it such as telling me there would be £1400 in early termination fees.

That's what I have a problem with.
I hope this helps.

Regards
Ross wilkes

Silk

rossw14 wrote: »

The person who gave me the pack codes and terminated the contracts has now admitted to not providing me the relevant information when he terminated it such as telling me there would be £1400 in early termination fees.

They are not obliged to give you details of ETF's when discussing closing an account but they are obliged to when they issue the PAC
If you have used the PAC you may be able to get away with it if that is the case, however if you are still in contract and the error has been corrected it's too late

rossw14

so do i have some grounds on this then?
they have told me that there is no way they will take this out of contract, they said they would rather me take them to court than release them, the lady stating that she would loose her job because of it.

Silk

rossw14 wrote: »

so do i have some grounds on this then?
they have told me that there is no way they will take this out of contract, they said they would rather me take them to court than release them, the lady stating that she would loose her job because of it.

IMO none whatsoever....2 days loss of service is not and poor customer service certainly not

J_B

Silk wrote: »

and poor customer service certainly not

If EE offered free disconnection after giving poor customer 'service' then they would have no customers at all

Anoneemoose

I am not sure there is an obligation for them to give the etf at pac issue. It is in the t&c's that you will be charged this if you leave before the end of your minimum term. Although it is probably bad customer service if this indeed did happen, I don't think they have done anything wrong as such.

Also, I have to say, I find it highly unlikely that they didn't tell you because usually, when being passed through to the disconnections team to get the PAC, they won't take the call unless you're aware of the fees. So it sounds like there may have been crossed wires, rather than deliberately omitting the info.

I also don't believe it when you say you were told you could leave free of charge after 2 days without service - it just doesn't happen. Something doesn't add up.

Techhead_2

EE also offered me a resolution to a problem and then changed their mind. After months of to-ing and fro-ing I submitted an official complaint and received an acknowledgement.

They then 'lost' the complaint.

I made another complaint and was promised an initial response within 72 hours. Three weeks later I had no response, so I chased. Five failed call backs later I was transferred to the escalations team and was told no-one had looked at the complaint. He then tried to sell me an upgrade.

I politely declined and am going through the ombudsman at the moment.

During this I discovered that Ofcom are conducting an investigation into EE's handling of complaints. (They have not followed their own code of practice). I would urge anyone in a similar situation to complete the monitoring form on the Ofcom website.

EE - great network, poor customer service

rossw14

Thanks for your help guys.
The representatives manager managed to clear some things last night. She said that after speaking to the guy that he 'may have forgotten' to tell me as he was very busy that day apparently!
But I see where you are all coming from. His manager is getting in touch again today (fingers crossed she does this time) to give her final resolution which she said would be compensation of some sort. So hopefully i dont have to take it any further. I'll let you know the outcome. thanks for everyone's help.