EE F&F discount issue

daggy

HI All,

I'm trying to help a friend out as EE have fobbed him off.

He's took out two phones (one for him and one for his GF); they were previously on a friends and family discount and contacted the person who got him the discount - they confirmed he could continue using it and advised him to upgrade in store.

The store said it was no longer on, so he went back to the EE employee who added them to F&F and they told him to go ahead with the upgrade and they'd add him back on to F&F once the upgrade was done.

This has not been done and EE are telling him tough!


All e-mails were sent from the EE employee's official EE e-mail address.

He took the contracts out in Dec 2017, so has been trying to get them sorted since then.

Surely there must be some sort of consumer rights breach here?


I have copies of the e-mail transcript.

Can anyone offer advice?

Jon_01

The EE F&F scheme has a number of limits. Each employee can only have their coded use a few times and then it expires.

You'd need to get your friends friend at EE to confirm that their code was valid at the time it was used. If it wasn't it can't be applied retrospectively.

daggy

I'm more wondering if the fact that they confirmed they'd add him is binding?

He's now paying significantly more than he'd budgeted fo - surely EE have to honour this?

As I say - all e-mails were sent from an EE employees e-mail address.


Think he's currently paying around £150 per month, which is obviously more than he'd budgeted for.

Jon_01

F&F is discretionary. Any offer is subject to EE's T&C's for F&F. It sounds like the F&F discount has failed due to the T&C's somewhere in the process?

Also I'm not sure that this is correct; 'the EE employee who added them to F&F and they told him to go ahead with the upgrade and they'd add him back on to F&F once the upgrade was done.'
Unless things have changed only the F&F dept can access F&F accounts and amend them. As far as I'm aware (and things might have changed) F&F discount CAN ONLY be added at the time the contact is taken out in a store and can't added later.

I think your friend needs to have words with his EE friend...

daggy

Thanks

I think we're going to have to chat to EE as he took the contract out on the basis that the F&F discount would be applied and the fact that this has failed has left him in an awkward position.

Thanks :-)

its_all_over

daggy wrote: »

Thanks

I think we're going to have to chat to EE as he took the contract out on the basis that the F&F discount would be applied and the fact that this has failed has left him in an awkward position.

Thanks :-)

I think Jon 01 is more likely to be correct, the EE friend needs to be the one being talked to (and talking to EE), not you or your friend.

It sounds like s/he has made a mess of adding the discount when s/he should have.