EE and Apple Music gift

CharmedImSure

Hi,

This is my first post on here and im not sure if im making it in the right part of the forum.

In January I got a text from EE telling me that I would be able to get 6 months free Apple Music if I clicked the link and approved Apple Music through them. I tried the link and got a text back saying something to the effect of sorry this link is now inactive. I thought maybe it was a new promotion they'd sent out by mistake. No problem, I just continued to pay for AM.

In March I got the text again and clicked the link. It worked. I got an email saying Welcome and unfortunately by joining through EE I lost all of my playlists etc but I was happy to be getting six months free.

In May my AM stopped. I contacted EE and spoke to someone on live chat who fixed it and told me that my free 6 months would end in July. I explained what happened and they said that if I could email them the proof that it didn't work until March, they'd make sure I got my full six months. I did and he agreed to it staying on, he said there was a few people with the same issue of the link not working and it wasnt a big deal to correct it.

Yesterday I got a text telling me AM had been stopped and I was charged for a new month of it. I contacted EE on live chat. The first person I spoke to asked me to email proof of the conversation I had in May. She looked over it and said she would turn AM back on until september but I would be charged again. She said she could do nothing because I didn't contact them in January. But why would I? I was already paying for AM on my own and the text I got back said there was a problem and I wouldn't be getting AM from them.

I asked why the person I spoke to in May had been able to understand and had agreed I should have it until September. She said she would pass me onto a manager. Next thing the username of the live chat changed from the girls name to the girls name with "_manager" attached to it. I asked if she was the same person. No, apparently not. Ok, maybe it isn't the same person. So I explain it all again and this time im told ill be charged but they'll take the money and then hold it and put it towards a future bill. I said I shouldn't be charged at all. The manager tells me they will give me six months free apple music which will end in November. I asked her how that makes up six months and was told because its six months including the months ive already had. I said I wasnt happy and the username changes again. I asked for the managers name. She tells me the name of the person before, missing one letter from the last name. Then beep... Im told im through to complaints.

By this point its been three hours. Three hours of repeating myself and not being listened to over something so small. The new person said she feels the previous person/people were very generous but now that im through to her, shes taking that offer away because she needs to "investigate". She starts telling me that the contract was for six months and I didn't activate it until March when I could have had it in January. I told her it wouldn't work in January. Thats not our problem, she said. I never said it was but if ive activated something in March and been told its six months free, surely I should get the six months? No. I should have contacted them in January when I got the first text. Ive broken the contract apparently. She said that the person I spoke to in May said he would put the music back on until September "to be kind", not because they had the date wrong.

She left for 20 minutes. No idea what she was doing, she just didn't reply. I emailed the CEO. When she finally came back, I told her id spent too much time talking to EE today and I was fed up with it. I told her id emailed the CEO because I was getting nowhere with all 2/3 people and four hours was too much for something so small. She told me she would get the email and delete it as she has access.

Is this allowed? Did I do something wrong by not being able to use the 6 months from January? Are they allowed to delete emails from people?? Honestly, this just feels so petty but now I dont want to be with EE and I dont know where to go from here.

20aday

Good afternoon,

Can't help you as much as I'd like to as I've limited experience however I joined EE back in January and activated the 'free' Apple Music subscription.

I assume you have access to your My EE account online? If so I'd go through your statements as my Add On is listed there; I would assume it won't show on your bill for the period between your January and February statements if it wasn't successful.

CharmedImSure

Hi,

Thank you for taking the time to reply to me. Since this happened ive not been able to access my account online. It just keeps telling me theres an error. The person I spoke to in May told me the email I showed him was proof I didn't get it and said he would make a note and keep it on until September. I dont understand how they can go back on it? They've turned it off but still charged me.

[Deleted User]

Personally I!!!8217;d gather all the evidence, print it out, write yourself a letter, put it all together and follow EEs complaints procedure.