Trying to negotiate a mobile bill

seajones

Hi all,

I've got a query that maybe some of you will have dealt with. I have a mobile bill that, due to a change in circumstances, has become unmanageable. I'm not behind with the bill, but the amount is so high that it won't be long before I can no longer pay it. (It's around £100).

Worth mentioning, the bill is so high because I was sold some ancillary extras, and didn't realise how much they would cost. Partly because prices were quoted ex.VAT, and partly because prices were hidden amongst lots of other details, and skimmed over in the sales call. There's no need to point out my lack of vigilance - I know.

As recommended by the provider's website (EE, if that makes a difference), and debt management advice in general, I contacted the provider, but they have refused outright to consider anything that could help. It would cost £600 to escape the contract, and they will not allow me to take a cheaper plan, or anything else that would reduce the bill.

Does anyone have any advice that might help me avoid getting into debt with this unmanageable bill? It seems awfully like they will only consider helping if I get into debt first.

All help appreciated.

indesisiv

Sell the handset and replace with a cheaper one and use that money to pay some of the future bills?
What are the extras? IPad etc? Sell those too?

nkkingston

Are you using the extras? In my experience, if you can show that you don't use them, and you're very blunt with them about the fact that due to a change of circumstances you can't afford to cover all of the extras (ask to escalate to a supervisor) then they'll consider letting you out to keep you as a customer. Change of circumstances is a key phrase - you've been happily paying them and using them and suddenly, oh no, you might have to default on your whole bill due to unforeseen circumstances entirely beyond your control as a good little customer and you just want to help them out by letting them know in advance.

Be careful about selling the handset etc without checking your T&C. Some companies are only legally leasing them to you, so they're not yours to sell.

seajones

Thanks both. I solved the issue in the end, and I'll run through how for those who might have similar problems:

- I have already sold the extra bit of kit, which was a Samsung tablet - and had put that towards a debt, which I have actually cleared now (did a big drive of debt clearing earlier this year)

- I haven't sold the handset, but I'm in the process of buying a cheaper one (Moto G, for those wanting a budget handset recommendation), and using the difference for useful purposes.

As mentioned, both of these were covered by contract limits, which said they couldn't be sold in the first 6 months of the contract

How I managed to resolve things with EE overall:

- After getting nowhere with customer services, I filed an actual complaint through their complaints department (Importantly not through customer services), using an online form.

- In the complaint, I said that the issues I had were that they were ignoring my financial difficulties, they had not explained charges to do with the extras clearly, and in reaction to my first appeal for help, they had sold me more things - all of which is true, which is important

In response, I got a phone call from customer services, who have offered to reduce my base plan cost by 50% for 6 months or the remaining 10.

This cuts my bill to around £50 for 6 months. Spread over 10 months, this equates to a reduction of £300 in what I pay for the rest of the contract, or £30 a month discount.

Short version: always make a proper complaint - complaints departments are much more geared to help you, rather than collections or even customer service departments.

Thanks to everyone who replied.