EE contract mistake

emmasmith22

Hello, can anyone help?
I have been a loyal EE customer for many years. 2 months before my contract was due to end i was told that i could upgrade early.
I logged into my EE account online and selected the phone and plan i wanted. I was then directed to a page with a phone number on and advised to call to complete the upgrade.
I called this number and upgraded.. or so i thought
It was only for me going through my direct debits this month that i noticed 2 debits a month since september coming from EE. Upon calling them to see why this was they told me that instead of upgrading through my normal plan i had taken out a completely new contract!
i did not agree to this what so ever and not once did the person on the phone say this was a new contract with a new number.
I called to complain and asked them to listen to the recording but i have not heard back. Before i call them to chase i just wanted to know if i have any argument? ive lost about £240 since september
So gutted
Thankyou
xxx

mobilejunkie

1) Make a formal written complaint following their procedure.

2) They often ignore that - so after 8 weeks (or earlier if they send a deadlock letter) complain to CISAS. If you can't prove what was offered it will make your case weaker, but CISAS at least (as opposed to the regulator for some other networks and energy suppliers, Ombudsman Services) does seem to make them comply.

emmasmith22

thankyou so much
i will give it a go
xx