Miss sold contract, I'm not sure?

RustyWrongen

Long time follower, first time poster! 

Back in June 2022 I entered into a new contract with a mobile phone provider. This provider offered me a contract with an up front cost for the phone, that also has discounts for trading in my phone and being a student. 

Despite various issues to begin with (maybe a warning sign), I continued with the contract paying my bills each month. This month my bill is incorrect (again!), they have over charged me. Due to having raised similar complaints before and having spoken to someone through their online chat, I raised a complaint through resolver. It has progressed and they have now basically said "one of the discounts will be removed as we do not stack them". However, this was not the case according to the EE website where I purchased my phone from and had an onscreen and post order acknowledgment clearly showing the discount and monthly price. 

My questions is (as I can not seem to find a copy of my contract), do they have to honour the order acknowledgement which clearly states the monthly value they sold the contract to me at should be, or can they just decide retrospectively that the discounts no longer apply? 

You might wonder why I have only raised a complaint now, but I was regularly given assurances that it would be correct eventually by their online chat teams. At no point prior to now have they ever advised they can not "stack discounts". 

It just seems a little late in the day to try changing the goal posts, when all I want is for them to bill me what I was told they would. 

Any help, advice or previous experiences with this type of thing are greatly appreciated. 

macman

I suggest you obtain a copy of the contract, because, without it, no one can advise you.

grumbler

RustyWrongen said:

... However, this was not the case according to the EE website where I purchased my phone from and had an onscreen and post order acknowledgment clearly showing the discount and monthly price. 

My questions is (as I can not seem to find a copy of my contract), do they have to honour the order acknowledgement which clearly states the monthly value they sold the contract to me at should be, or can they just decide retrospectively that the discounts no longer apply?

IMO, this is more than sufficient for a formal complaint. State all the facts, including assurances over their chat. At the end say that you are going to start small claims court actions if they don't honour the deal.

RustyWrongen

Thank you for the replies so far. 

I have requested a copy of the contract, and a deadlock letter. I am pretty sure they will have the full contract price in the contract and that the "discounts" will only be listed outside of it (order acknowledgement etc.). I assume this must be how phone companies can now attract you into a new phone contract and then remove the discounts without actually breaching the contract. I will confirm what is stipulated in the contract, should I actually get a copy any time soon.