EE - cancellation issues

Neillgb

Having just changed to another landline/ broadband provider I have a couple of issues with EE.

Firstly they seem to want to charge me the 2 weeks notice from the takeover date rather than the date they were notified. Is this appropriate? Effectively they are being paid for providing me with nothing. I would understand if it was from the date of notification rather than the date the other provider took over.

Secondly, they are not prepared to apportion the final bill , insisting on collecting a full payment for a service they are not providing this month and dealing with the resulting over payment by way of credit next month.

Any thoughts?

macman

Noticed is normally 30 days, so if the switch took place inside a month then they can charge you for the overlap period to make up the thirty days.
Since you pay a month in advance, the final bill is always dealt with as a credit back, since it's impossible to know until switchover day what the final charges will be: for all they know you might make a string of exclusive calls on the last day of service.

andyuk2005

This is my experience with them:

https://forums.moneysavingexpert.com/discussion/5326052

andyuk2005

Funnily enough I read another EE article on hear today and it said don't cancel the Direct debit until the pay back any credit you have on the account, as that's the method they use to pay you back. Annoyingly I already cancelled my DD, so I called EE. As usual I got bounced between centres and eventually spoke to someone in Ireland. They said I was in credit less than that I was told I was previously (£40 instead of £60), so I spent 30 mins on the phone arguing with them. They eventually conceded, but will be paying me my £60 over the period of 2 months! The woman wasn't happy that I was recording the phone call, but I insist that people do as it may help you in the future. Absolute nightmare these people, but they're cheap, so what can you do!

busybee100

Same here, I plan to write to the ombudsman as because of the changes with the mac code it has effectively changed t&cs during my contract.

https://forums.moneysavingexpert.com/discussion/5328791

busybee100

Complaints proceedure

http://ee.co.uk/help/safety-and-security/my-digital-life/complaints-code-of-practice

I haven't had a deadlock letter yet so will phone them today.

Pincher

Seconded on the don't cancel the direct debit right away.

When I left PlusNet, I thought I was in credit, but they added a £30 termination charge, and there a bill after the one I thought was final.
Online statement means they never posted the FINAL bill, with the £30 debt. Eventually, I got a debt collection letter. Fortunately, a couple of phone calls and paying £30 sorted it out.

busybee100

Ok just phoned them again. 0800 956 6059

I explained I understood it's an Ofcom ruling but I've had no notification of the change in system and how to cancel so as not to incur the extra fees. They say they will refund the 14 day notice period. A bill will be produced on the 27th October (my monthly accounting date) and a cheque posted out in November.

Result :j for me.

Still rubbish for most people that switch! How do we get this changed? It shoud be 14 days from when they tag the line. EE knew I was going to switch the day after I applied. They rang me to see if they could tempt me to stay.

Thank you for posting, reminded me to speak to them again. Hope you also get a refund.