EE Cancellation period

estokes1

I have a bit of a situation that I am hoping you guys will be able to help me with. Sorry for the wall of text !

I signed up for a 12 month sim only contract with EE and received the sim card with no problems. I called to activate it and give them my pac code but was told that the sim card was set up for a completely different contract. The lady I spoke to was very helpful, and I thought resolved it quite quickly. My number was due to port the next working day (22nd Feb) by 5pm.

For some reason, the number port didn't happen and it took 10 days to actually get it sorted. I made numerous phone calls, asked for help on twitter and eventually emailed the CEO which eventually elicited a resolution.

I have asked the man dealing with the CEO complaint for compensation due to the time I have wasted and the frustration caused by the catalogue of errors displayed by the customer services team. He has offered a months credit, a whopping £9 which I have declined as insufficient.
They are unwilling to offer anything further saying that they have fixed my problem so I have asked for a pac code so that I can take my business elsewhere. Now they are telling me that I have to pay £652.53 as I am cancelling the contract.

My contract is £17.99 a month (£9 for the first three months).

Do I have a leg to stand on ?

d123

They offered you a full months credit for 10 days of problems? Seems reasonable, what were you expecting? Some stupidly high amount of cash?

The early termination fee will be 12 x your monthly fee (with no discounts included) so should be 12x 17.99 if you haven't made any payments.

Is the £652 figure in writing from EE?

grumbler

IMO, no.
However, if you 'signed up' online, you can possibly cancel it within the statutory 14 days cooling off period (don't know what happens with the ported number in this case).

14 days start from the date you received the SIM, but your can argue that in your case it starts only when the SIM was activated.

custardy

Where does £652.53 come from?
The entire contract without 3 month discount costs £215.88.

estokes1

Sorry I should have added that during the time that it took to port the number I had no network access so no calls, texts or data.
I lost work as a result.

In my opinion, the contract was only activated once the number was ported and I was able to use the phone.

I have asked them to explain the cancellation fee as it equates to £54 a month and is yet another discrepancy in the information they are giving me.

estokes1

custardy wrote: »

Where does £652.53 come from?
The entire contract without 3 month discount costs £215.88.

No idea ! That's what the email states.
I've asked for clarification.

estokes1

d123 wrote: »

They offered you a full months credit for 10 days of problems? Seems reasonable, what were you expecting? Some stupidly high amount of cash?

The early termination fee will be 12 x your monthly fee (with no discounts included) so should be 12x 17.99 if you haven't made any payments.

Is the £652 figure in writing from EE?

Their offer of compensation is to credit the first month of the contract, so £9. Bearing in mind that I rang them everyday and spent probably an hour on the phone each time, my costs are already over £9, let alone the time which I wasted. So no, I'm not asking for a stupidly high amount of cash but for recognition that I have been treated poorly.
I was promised phone calls and emails which never happened. Every person I spoke to assured me that the fault would be fixed urgently but after a few days I started to doubt their sincerity !

The £652 is indeed in writing. The original (incorrect) sim price was £34.99. Officially this is still showing on my account if you go online and I am hoping that it will be rectified as promised.

grumbler

estokes1 wrote: »

In my opinion, the contract was only activated once the number was ported and I was able to use the phone.

No, porting has nothing to do with the contract that became active when the original SIM was activated.

d123

estokes1 wrote: »

Their offer of compensation is to credit the first month of the contract, so £9. Bearing in mind that I rang them everyday and spent probably an hour on the phone each time, my costs are already over £9, let alone the time which I wasted. So no, I'm not asking for a stupidly high amount of cash but for recognition that I have been treated poorly.
I was promised phone calls and emails which never happened. Every person I spoke to assured me that the fault would be fixed urgently but after a few days I started to doubt their sincerity !

The £652 is indeed in writing. The original (incorrect) sim price was £34.99. Officially this is still showing on my account if you go online and I am hoping that it will be rectified as promised.

Your personal time has no value, even if you took it to court you wouldn't be awarded anything.

The £34.99 sim only plan includes 16GB of data.

Can you not ask the person in the CEOs office who is actually handling your complaint to give you a full breakdown, what contract you are on, what the actual costs are etc.

Have you got a direct email for him?

estokes1

The £34.99 plan apparently has 1GB of data according to my account online.
I do not have a personal email for the CEO office, only the generic one.
He has told me that he has to manually change my account on the 27th so that it is set up at the correct rate. I don't hold out much hope of it happening as he says.

d123

estokes1 wrote: »

The £34.99 plan apparently has 1GB of data according to my account online.
I do not have a personal email for the CEO office, only the generic one.
He has told me that he has to manually change my account on the 27th so that it is set up at the correct rate. I don't hold out much hope of it happening as he says.

EE don't appear to do a 1GB contract.




You should probably sit down and write a concise, no emotion email, lay it out in bullet fashion and try and get him to cover the points that have been raised here. Send it the generic CEO email address for his attention.