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EE payments being taken

Back in April my FIL got a modem from EE and told them he didn't want a contract. He had been told he wasn't in a contract.  Within the 14 days cooling off period, he changed his mind about it and sent it back and was told no further payments would be taken. 

This is wrong and payments have been taken for May, June, July and August.  At £50 per month this is a lot of money.  

He asked me to investigate this today and it turns out that he is locked into a contract for 18 months, to get out of the contract early is going to cost over £500+ and he is obviously getting no service for this as no equipment. 

The other fact that is probably relevant here is that in April at the time he was unwell (out of sorts and slightly confused and was  waiting for radiotherapy, when radiotherapy started he became more confused and was admitted to hospital with low sodium levels which caused the confusion. We thought at the time that the confusion was stemming from worry about starting radiotherapy.  

Do we have any recourse as EE are taking payments which he is getting nothing for but at the time he signed up he possibly was not of sound mind (according to the psychiatrist when in hospital as it was unknown how long his levels had been going downhill.  

Many thanks 

Comments

  • PHK
    PHK Posts: 2,075 Forumite
    Eighth Anniversary 1,000 Posts Photogenic Name Dropper
    It's always so difficult when people make poor decisions and of course no-one else was there to say what actually happened.

    The first thing to do is for someone to be with your FIL , get him to phone EE to authorise them to speak to you (they don't need to know his medical history only that he was vulnerable and confused) then clearly and simply explain what happened. Father in law thought he'd cancelled and sent the equipment back. Ask them to let you cancel. If they won't then start the complaint process.

    Be prepared to meet resistance from your FIL as he may well feel his pride has been dented.


  • Thank you that's very helpful. Thats going to be a job for today.  
  • soolin
    soolin Posts: 73,437 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    It might also be useful to find out if it is even possible to have an EE modem without a contract of some sort, does your FIL recall for instance whether he was expecting some sort of PAYG usage ? 
    I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.
  • Alderbank
    Alderbank Posts: 3,610 Forumite
    Eighth Anniversary 1,000 Posts Name Dropper
    edited 31 August 2023 am31 9:42AM
    soolin said:
    It might also be useful to find out if it is even possible to have an EE modem without a contract of some sort, does your FIL recall for instance whether he was expecting some sort of PAYG usage ? 
    A quick glance at their website shows that they do indeed sell a wide range of modem/routers.

    Some internet service providers don't automatically provide a free router.

    Also, many people choose to upgrade from the basic model bundled with their broadband subscription. Some ecologically aware subscribers, and the OP's FIL might well be one of those, disapprove of the wasteful practice of ISPs like TalkTalk handing out a cheap and cheerful router with every new contract which then goes for 'recycling' 18 months later.
  • Spent 90 mins on the phone to them yesterday and while they check everything out on their side, we are now waiting for an email within 72 hours of the call yesterday.  The agent said that we hopefully have it resolved by next week.  
  • Just wanted to update.  After many calls and waiting for responses anything from 72 hours to 14 Working days.  He finally got the money back this morning.  
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