Advice needed

rosie52

My husband has a mobile phone contract with EE for which he pays just under £30 per month. He has had the contract for 22 months and has never come even close to using his allowance of minutes. On checking his bank statement last Friday he was horrified to find that EE had taken over £400 from his account. On checking his itemised bill it is showing consecutive calls to our landline number from lunchtime on Thursday 11th Feb to 7pm on Friday 12th Feb. He rang EE straight away and the customer service rep agreed that something was drastically wrong. She said she would try to stop the payment but my husband told herit had already been taken from his account so she said we should cancel the direct debit and go to the bank and ask for an indemnity. She said she would look into the matter further and call back within 48 hours.We went to the bank on the same day and the cashier said that as that as the payment had come out on that day she could cancel the direct debit and recall the money to my husband's account. This was on Friday. When it got to Monday and we hadn't heard anything my husband called EE again. He was gobsmacked when whoever he spoke said said that he (my husband) had alledgely spoken to a supervisor and they had agreed a refund of £310 and that they had tried to collect the remainder from his account but obviously they couldn't as the direct debit has been cancelled. My husband said that this wasn't the case, that he hadn't spoken to anyone since the initial call on Friday and that the he still wasn't happy with the situation. This time the customer service rep said it was too late in the day to take it higher and that he would call back today. Since then we have looked at our itemised call log for our landline and found that during this 36 hours my husband was supposed to have been calling our landline that we made several outgoing calls so it is obviously a mistake. One of my concerns is that as we have cancelled the direct debit his monthly contract bill is still outstanding. He is just concerned that if he pays this by debit card they may be able to take more money from his account. I'm sorry this is so long and drawn out but we are both pensioners and finding this quite distressing.

mobilejunkie

1) Register a formal complaint immediately. Then if this drags on you can eventually go to CISAS.

2) Establish why the net amount they say you will now pay is still £90.

3) Offer to pay by credit or debit card whilst they sort their mess out and state that you expect them to waive any extra costs for not paying by direct debit in the meantime.

4) Give notice to end the contract at the end of the minimum term and find a better deal. £30 a month is far too much anyway, apart from the awful customer service with this network.

5) Avoid going to Vodafone - they're even worse.

rosie52

Thank you for your advice.