Finally proved EE's error - should i do more?

WD502

Hi

I've recently had some problems with EE and don't feel I have been treated that well - I have proved myself right now but I don't feel like they really cared and I wonder if its something others have experienced.

I have two mobile phone lines with EE, one for me and one for my Dad. Last year, when I changed my contract, I was offered an Apple Music trial which I accepted. I found that I didn’t use the service that much at all and so I phoned and cancelled however two months later, when checking my bill, I noticed payments were still coming out. I started an online chat with EE and explained my situation - I was told there was no record of my cancellation however they would cancel now and refund me the two months worth of payment, I also asked them to have a look at my Dad's line to make sure Apple music was not on there - I was told it was (even though he had never activated it) - I asked for it to be stopped as well.

The last year has been quite hectic and I must admit, I don’t check my phone bill that often however a few weeks ago I did and I noted it was £10 higher than I expected - I checked back and it had been that way for months and it was due to Apple Music, this time on my Dads line.

I started a new online chat with EE and explained the situation, I was asked for proof that I had cancelled it and how I had cancelled it - I didn't have any proof but told them about the web chat last year. I was told that I didn’t cancel the subscription and from what they could quickly work out, it had cost me £90. I told the adviser that Apple Music was being charged into my Dad's line, a pensioner in his mid 70's that uses his device to make the odd call and check the cricket scores but I was told it didn’t matter, I hadn’t cancelled and therefore the charges applied - I was offered £30 as a way of saying they were sorry for my experience. I continued to complain and was told that the offer would be upped to £60 as a final resolution – I declined and asked to make a complaint.

A new adviser joined me in chat and I explained the situation, records were checked and I was told that I had contacted them last year but it was about my line and not my Dads, I was also told that £60 was a fair offer and that EE had no reason to assume that just because I was cancelling Apple Music on my phone line that I would also want to cancel it on my Dad’s. I explained once again that he has never activated Apple Music and I was told I could accept the one time full and final offer of £60 or raise it with the ombudsman however the ombudsman may agree with EE and I might end up with nothing. I decided to take the £60 but told the operator I was not admitting I was in the wrong, its just I had no proof that what they were telling me was wrong.

Later that day I had 10 minutes to myself and as I was still frustrated with the way EE had treated me I went through all the records I keep on my PC and luckily I had taken a screen shot of my conversation with EE last year – it was all there, me cancelling Apple Music on my line and asking them to check my Dad’s line. I went back onto the EE website and raised a complaint. I got a reply about 4 working days later telling me that my web chat (from a few days ago) had been reviewed and that I had accepted the £60, the case was therefore closed – they were nice about it but that was it. I replied and once again gave the name of the person I had spoken to last year, the exact times and what had been agreed. Ten working days passed and I got an email to say it had been reviewed again and it turns out I was right and therefore I would get my money back and they hope this was to my satisfaction.

I don’t feel satisfied, I feel I had to fight and was treated like I was lying in order to get money from them – I wonder how many others have had the same type of discussion but not had the evidence. Is there anything I can do?

TLDR – EE were charging me for an Apple Music subscription that I had ended, they told me I was wrong and that I had not cancelled the subscription. I opened a complaint but was once again told it was my fault and my complaint was closed. I finally found evidence to show that I was correct and after ten working days without a response, it was agreed I was right and I was offered my money back. I had to fight the whole way and felt like I was a liar.

J_B

WD502 wrote: »

TLDR

Indeed

WD502 wrote: »

Is there anything I can do?

Such as?
What would you like to do?

WD502

I don't know - raise it with someone that might ensure EE check what customers are telling them before making a decision If it wasn't for my screen shot I would have had no evidence. I guess I'm just frustrated that I had to waste so much time just to get back what was mine.

jbainbridge

Take it to the ombudsmen .. you have the evidence. Simple.