Feels like duped by a EE agent: Can a EE rep here help me?

PWEM

After I checked about broadband availability and prices on EE website I had cold calls for the next 3 days from them. I finally spoke to an agent on 29 Jan, he offered me the same deal as on their website plus free mobile data but I told him I wanted to order online through Quidco. He told me that I could order over the phone and they would give me a reference number which I can use online.

He called me back the next day and I asked about Quidco again to make sure that I wouldn't lose out on cashback.

I agreed to have line rental and broadband then I got the confirmation email and reference number.
The next day I ordered through Quidco but there was nowhere to put the Ref No.
In search for the place to fill in the Ref No. I ended up signing up again with a different price.
Strangely, after Quidco redidrcted to the EE website, the top page showed £1.95/month but when I tried to order there was no discount so I choose £9.95/month option because at this point I thought it wouldn't matter as long as I gave the original Ref No.


Oh dear, it seems like I created two orders with different deal/ price. I now have two Order Reference Numbers without Quidco tracking.

When I clicked the Quidco link the massage said "You will only be eligible for cashback when purchasing online or calling the number listed after clicking through the Quidco link. If you call EE on any other number, you will not receive cashback."

It was not clear which phone number they meant.
Initially, it was Home Broadband > QCO > Buy online or by free phone 0800 079 5154
but when I clicked "Check my line speed and availability" the number changed to
Home> Home Broadband Buy online or by free phone 0800 079 5112

So I called 0800 079 5112 on the top right corner expecting they are fully aware of Quidco, but the person I talked to didn't know and told me to call 0800 079 8586.
I called this number but gave up after 20 minutes of waiting as I had already called the same number to amend some detail immediately after the confirmation email received. Each wait was unbearably long.


I also was told I will get 10GB/month data as long as I have broadband.
But upon reading the confirmation email I realised as follows:
Please note that this offer is conditional on you having both a fixed broadband service and mobile 4GEE pay monthly plan from EE, and that once the minimum term of your mobile 4GEE pay monthly plan has expired, or you upgrade, renew or change your plan, you won't be able to carry the data boost across.
I was utterly stitched up!
I told them I am on PAYG and he didn't tell me anything about it.


I found the detailed T&C for what was given to me on EE website, it reads:
Data Boost for EE PAY Monthly or £22.99 a month SIM Only plans – Terms and Conditions
1. The promotion is open to any new EE customer aged 18 or over who signs up to both a fixed broadband and 4G EE pay monthly mobile phone plan or a £22.99 per month SIM only mobile phone plan at the same time with EE. Excludes all other SIM only plans. Subject to credit check.
2. The offer is available in EE direct channels only (i.e. eligible purchases must be made in EE retail stores or via EE telesales). Offer not available via EE website
3. Anyone who signs up to both a fixed broadband and 4G EE pay monthly mobile phone plan or a £22.99 per month SIM only mobile phone plan from EE at the same time via available channels will receive a boost to the data allowance on their mobile phone plan, unless the mobile phone plan already has the same data allowance or higher than the boost in which case, there will be no change. The level of ‘boost’ will depend on the monthly value of the mobile phone plan. Plans with a monthly charge of less than £46 per month will have their data allowance boosted to 10GB per month. Plans with a monthly charge of £46 or more per month will have their data allowance boosted to 20GB per month.

So many things went wrong it is difficult to explain but to summarise this:


1) What happens to the 2nd order I created?
2) Will I get Quidco cash back or did he fob me off to get commission for himself?
I am quite angry if I lose out on £50 cashback.
3) 10GB Databoost doesn't apply to me, I was mis-sold.


Now I don't want go through with this if I don't get cashback.
I signed up on Fri 30 Jan. Can you answer me as soon as you can please?

EE

PWEM wrote: »

After I checked about broadband availability and prices on EE website I had cold calls for the next 3 days from them. I finally spoke to an agent on 29 Jan, he offered me the same deal as on their website plus free mobile data but I told him I wanted to order online through Quidco. He told me that I could order over the phone and they would give me a reference number which I can use online.

He called me back the next day and I asked about Quidco again to make sure that I wouldn't lose out on cashback.

I agreed to have line rental and broadband then I got the confirmation email and reference number.
The next day I ordered through Quidco but there was nowhere to put the Ref No.
In search for the place to fill in the Ref No. I ended up signing up again with a different price.
Strangely, after Quidco redidrcted to the EE website, the top page showed £1.95/month but when I tried to order there was no discount so I choose £9.95/month option because at this point I thought it wouldn't matter as long as I gave the original Ref No.


Oh dear, it seems like I created two orders with different deal/ price. I now have two Order Reference Numbers without Quidco tracking.

When I clicked the Quidco link the massage said "You will only be eligible for cashback when purchasing online or calling the number listed after clicking through the Quidco link. If you call EE on any other number, you will not receive cashback."

It was not clear which phone number they meant.
Initially, it was Home Broadband > QCO > Buy online or by free phone 0800 079 5154
but when I clicked "Check my line speed and availability" the number changed to
Home> Home Broadband Buy online or by free phone 0800 079 5112

So I called 0800 079 5112 on the top right corner expecting they are fully aware of Quidco, but the person I talked to didn't know and told me to call 0800 079 8586.
I called this number but gave up after 20 minutes of waiting as I had already called the same number to amend some detail immediately after the confirmation email received. Each wait was unbearably long.


I also was told I will get 10GB/month data as long as I have broadband.
But upon reading the confirmation email I realised as follows:
Please note that this offer is conditional on you having both a fixed broadband service and mobile 4GEE pay monthly plan from EE, and that once the minimum term of your mobile 4GEE pay monthly plan has expired, or you upgrade, renew or change your plan, you won't be able to carry the data boost across.
I was utterly stitched up!
I told them I am on PAYG and he didn't tell me anything about it.


I found the detailed T&C for what was given to me on EE website, it reads:
Data Boost for EE PAY Monthly or £22.99 a month SIM Only plans – Terms and Conditions
1. The promotion is open to any new EE customer aged 18 or over who signs up to both a fixed broadband and 4G EE pay monthly mobile phone plan or a £22.99 per month SIM only mobile phone plan at the same time with EE. Excludes all other SIM only plans. Subject to credit check.
2. The offer is available in EE direct channels only (i.e. eligible purchases must be made in EE retail stores or via EE telesales). Offer not available via EE website
3. Anyone who signs up to both a fixed broadband and 4G EE pay monthly mobile phone plan or a £22.99 per month SIM only mobile phone plan from EE at the same time via available channels will receive a boost to the data allowance on their mobile phone plan, unless the mobile phone plan already has the same data allowance or higher than the boost in which case, there will be no change. The level of ‘boost’ will depend on the monthly value of the mobile phone plan. Plans with a monthly charge of less than £46 per month will have their data allowance boosted to 10GB per month. Plans with a monthly charge of £46 or more per month will have their data allowance boosted to 20GB per month.

So many things went wrong it is difficult to explain but to summarise this:


1) What happens to the 2nd order I created?
2) Will I get Quidco cash back or did he fob me off to get commission for himself?
I am quite angry if I lose out on £50 cashback.
3) 10GB Databoost doesn't apply to me, I was mis-sold.


Now I don't want go through with this if I don't get cashback.
I signed up on Fri 30 Jan. Can you answer me as soon as you can please?

Hi Pwew

I have seen that you have emailed me directly with your issues.

I will pass this on to my escalation team to pick up with you directly.

Thanks
Jade- Representing EE