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

rossw14

Also what makes this even stranger is that this guy wasn't in disconnection. He was in sales! Nobody can even understand how he phisically done it. Apparently he doesn't even have the correct system to authorise pac codes?

Silk

Anoneemoose wrote: »

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.
.

Yes it's in the Ofcom guidelines, they have to inform them the dates for calculating the outstanding charges, as they do for pointing out if they don't use the PAC the contract will continue etc


21 The customer’s request to the DSP for an authorisation to port should normally be taken to revoke any previous notice to terminate service unless the customer requests the previous notice to stand and the DSP can accommodate this request. On issuing a PAC, the DSP must inform the customer: 

if any previous termination has been revoked, and any current or pending termination actions are being cancelled; 


if the account will continue and any notice to terminate will be lost if the PAC is not used within its 30 day validity; 


if the account will terminate before the 30 day validity of the PAC expires as a result of the customer requesting the previous notice to remain in effect, and on which date it will terminate;

which date will be used for the purposes of calculating any outstanding subscription charges under the contract.

rossw14 wrote: »

Also what makes this even stranger is that this guy wasn't in disconnection. He was in sales! Nobody can even understand how he phisically done it. Apparently he doesn't even have the correct system to authorise pac codes?

Are you certain you were given correct PAC's ?

Anoneemoose

Silk wrote: »

Yes it's in the Ofcom guidelines, they have to inform them the dates for calculating the outstanding charges, as they do for pointing out if they don't use the PAC the contract will continue etc


21 The customer’s request to the DSP for an authorisation to port should normally be taken to revoke any previous notice to terminate service unless the customer requests the previous notice to stand and the DSP can accommodate this request. On issuing a PAC, the DSP must inform the customer: 

if any previous termination has been revoked, and any current or pending termination actions are being cancelled; 


if the account will continue and any notice to terminate will be lost if the PAC is not used within its 30 day validity; 


if the account will terminate before the 30 day validity of the PAC expires as a result of the customer requesting the previous notice to remain in effect, and on which date it will terminate;

which date will be used for the purposes of calculating any outstanding subscription charges under the contract.








Are you certain you were given correct PAC's ?

Thanks. I wasn't aware of that. That doesn't seem to state they actually have to give the cost, just the date the charges are calculated from/to which could have been included in the conversation e.g. You are still in contract blah blah.

I agree though that they should have done it and normally they do which is why I think there is a lot more to this story. OP stated there were arguments which leads me to believe the conversation was probably heated and in those circumstances, things can often get said and then forgotten.

I still think there is more to this. EE do not let people out of contract for 2 days without service.

rossw14

Thanks for your help guys.
I emailed the manager today who has offered £150 in compensation, enough to take 1 of the lines out of contract if I wish. She said it was a mistake and the amount is the best they can do given the circumstances as that he shouldn't have given me the codes in the first place.

I am going to accept the offer as it is my first ever real dispute with any company. So as a first time, with all your advice etc is think I have a relatively good outcome considering all the problems this has generated I am happy to put it to an end.

Thanks for everybody's help in solving this matter.
(and I promise. This is exactly what happened, to those who think there is something else. I wish there was. Otherwise I would have fought it further )

Kind regards
Ross wilkes