EE Cancelled Contract

paulb1982

Hello,
I am looking for some advise.
I had a contract phone with EE. The contract was for 24 months (I still had 15 months remaining on the contract) I lost the phone handset last week and requested EE for a new contract and they refused after many years with them, when they where T-mobile and orange. I left the convarsation very angry at there refusal to budge on the issue and ended the call with that I wouldn't pay any more( It was a fly away comment) My billing was upto date in-fact I have just made the last payment then the next day I lost the handset.

I bought a new handset the same one I had before from a friend 2 days later and phoned EE to place the sim card. This is were it gets interesting.

I spoke with a customer service manager who informed me that the contract had been terminated and that my details had been passed to a debt collections department(Shocked is not the word I would use at this point). I asked why this had happend and was told that because I had refused to pay, I asked had I missed payment ,To which this Stephen(A Manger) Told me I had not missed any payments.

So I asked how can you cancel a contract and expect me to charged for something that I did not request. to which he said we reserve the right to cancel any contract.

Still shocked I asked how can you send my details to a debt collections department if you cancelled the account , To which he replied its in your terms.

please anyone tell me am I stupid
(And please no comments about using EE , I have learned my lesson)

mobilejunkie

1) Make a formal complaint and note the date you make it.

2) After 8 weeks if they don't resolve it complain to CISAS.

I've now done this on THREE separate occasions with Orange (EE). Each time they didn't sort the complaint (two were ignored and the third didn't produce what they had then promised). Each time they then immediately conceded and I obtained the necessary remedial action and all the compensation I asked for.

It is not the debt collection you need to worry about and sort; it's your external credit files, which will now be wrecked for the next six years.

eddddy

I guess it's down to exactly what you said i the original phone call,

Did you say you wanted to end the agreement?

EE's T&Cs:

7. Ending this Agreement. You can phone Us and give 30 days’ notice to end this entire Agreement with effect from the end of (or after) the Minimum Term. You may have to pay a charge for ending the Agreement early which We call the Cancellation Charge. The Cancellation Charge is the total of the Monthly Charges for the remainder of the Minimum Term, less any discount You are entitled to.

See: http://ee.co.uk/help/accounts-billing-and-topping-up/terms-and-conditions/ee-terms-and-conditions/pay-monthly-terms/pay-monthly

It sound's like EE may have interpreted what you said in the call as an instruction to end the agreement, and will now charge you for the remaining months.

If that's not what you said, tell EE they are mistaken (but I guess they may listen to the call to check).

Or you could just say you've changed your mind, and politely ask them if it's possible to reinstate the contract.

paulb1982

eddddy I never requested to cancel at any point during the. I ended the call stating that I would stop paying them

Anoneemoose

I can't help thinking there's more to it than this. An account doesn't just get disconnected for nothing, particularly if sold to a DCA. Before selling to a DCA, their own internal collections procedures would need to have been followed, meaning this isn't just an 'out of the blue thing'.

Even if they had disconnected your account immediately when you spoke to them last week, the only thing that might have happened now is you service being suspended (particularly as you say you lost the phone).

Definitely more to this. But, if you still believe not, do what mobilejunkie says.

d123

Anoneemoose wrote: »

I can't help thinking there's more to it than this. An account doesn't just get disconnected for nothing, particularly if sold to a DCA. Before selling to a DCA, their own internal collections procedures would need to have been followed, meaning this isn't just an 'out of the blue thing'.

Even if they had disconnected your account immediately when you spoke to them last week, the only thing that might have happened now is you service being suspended (particularly as you say you lost the phone).

Definitely more to this. But, if you still believe not, do what mobilejunkie says.

I had the exact same thoughts...

Even if the line was terminated it wouldn't even be in arrears until the final bill was produced and not paid, and EE aren't going to waste money sending it to an external DCA before their own collections process (after it actually goes into arrears) would chase the debt first.