EE problem

Puffpastryhangman

Hi,


I'd appreciate hearing people's take on this situation I've found myself in with EE.



I received phone call from an EE agent on Friday 26th April.


He wanted to follow-up on the webchat I had been having with another agent earlier in the week in which I expressed interest in taking on new contracts, namely two sim only deals and an iphone 6s with contract. Explained to him that I'd been asking the previous agent how to buy with the 20% discount I receive for EE, via my works' perks at work scheme.


He explained to me he could do over the phone and was keen to offer me prices. I explained that I was rushed for time, having to pick my children up but he assured me he could tell me the deals very quickly.


He went through my usage as well as my partner's and looked at my Mother's deal and when that expired before outlining three products with unlimited calls and texts that would work for us as a family.



They were:
A 20gb sim only deal for myself which at £20 I would get for £16 and could share the data
A 250mb sim only deal, for my partner, normally £11, which would be £8.80 with the discount.
And an iphone 6s for £25.20 would be £20.16


He also mentioned that I would be eligible for a further 1gb of data per additional product.


The sum total came to £44.96


I told him that it did, indeed, sound attractive and he told me it was no problem to set these up over the phone if I spoke to his supervisor. His supervisor came on and started verifying me, asking me to agree to the terms and conditions, then handed me back to the agent. When I asked if he would call me back later, since I was entering the school playground to pick up my kids and finding it hard hear, he said it was all done. I was surprised and asked him to verify the deal which he did, and which I have detailed here.


The next day my son's new phone arrived. I set it up. On Monday, I called to arrange switching the PAC code and the operator said she couldn't see the sim I had ordered.


When she put me through to another agent I explained the circumstances of my order and this is when I was told that the EE agent who had agreed the deal didn't directly work for EE and that the deal I had agreed was not the deal listed on the system, which is substantially more expensive.



The agent, gave me an email address for the outsourcing company, Stepchange, and asked me to speak to them and has offered to check back in with me on Friday 3rd April. I emailed Stepchange and received no reply. I called them via the number listed on the EE site but only received an automated message saying I'd been called by EE.


I'm keen to know if anyone can advise me as to my rights here. It feels like I should be entitled to the deal I agreed with EE's representative. And that it should be EE should be trying to speak to Stepchange and seek to get copies of the recorded conversation not me.



Thanks in advance.

mobilejunkie

Email them and cancel it while you can. Inform EE that you have done that and the contracts should be cancelled (send them a copy of the email). Ask for immediate written confirmation of cancellation.

Never accept deals from unsolicted callers untless/until you have it in writing.

AndyPK

you have rights to cancel within 14 days, so request them to cancel.

And sort it out through official methods when you are sure it is all cancelled.

A 250mb for £8 sounds very bad!

I'm getting 3Gb I think for that.