EE Refusing to honour agreed price

Doris141

I switched to EE broadband and it appears their sales rep misquoted me.  Although they agree it is their error they are refusing to honour the price quoted.  All they are offering is a one of £50 credit (I will be £240 worse off by the end of the contract) or to release me from the contract which will end up costing me more too.  They seem to be prepared to take the blame but not the consquences.  Can anyone offer any advice?

km1500

you're only recourse to be honest is to make a complaint to EE

if they rejected the complaint (I believe they have 8 weeks to reply) then make a complaint to OFCOM

[Deleted User]

I had a similar problem with EE although mine was a mobile 'phone contract.  A price was agreed by telephone and when my first bill came it was more than the agreed amount. 

When I telephoned the person was very pleasant but was adamant that I would have to pay the increased amount because that is what was on file.  I explained (I have a hearing problem) that I had a recording of the call.  The person then agreed, after a short delay, that I could have the price I stated had been agreed and that, since the first Direct Debit payment, at the increased amount, had already been taken I would receive a refund on the next bill.  I asked for confirmation by email and the person said they would send a text.  The text contained adequate information and I'll be able to check carefully when my next bill arrives.

To be fair, I have to say that the person really was, although not apologetic, very pleasant.    I am satisfied with the outcome.

I'm sorry I cannot offer any advice in your situation, Doris141, but, for me, I am grateful that I was, honestly, able to say that the telephone call when the agreement was arranged, was recorded.  I hope EE do the right thing for you.

Doris141

They have listened to the arecording and agreed with me.  I also received a call previously saying they WOULD honour the original deal.  They must have that recorded too.  Meanwhile two people have now said they won't.  I feel like I have been cheated.

littleboo

Why have you been cheated? They are correctly giving you the option to terminate the contract.

RefluentBeans

Think the actual prices here would help. Obvious errors do allow for either party to unilaterally cancel the contract (eg if the offer was for £80/month on the website and you were offered £8/month - that’s a pretty clear mistake). Whilst £20 a month (from your £240/year statement) may not seem a lot, it depends on what offers and promotions are already applied to the advertised price. 

As said above, they’re allowing you to terminate the contract. Complaining may get them to honour the price. Taking them to court (or OFCOM) will not result in specific performance orders - rather some compensation for your actual losses. This will not be £240 but the actual losses you’ve suffered. 

Complaining through the official routes is free and I’d exhaust that and then decide if you wanted to explore other legal remedies

Doris141

I have been cheated as they price they are charging is £10 per month more than they offered over 2 years.  I only have one other serious option for Broadband and as I have only just left them I cannot go back to where I was.  Their prices for existing customers were not even remotely competitive.  I just want to have what I was sold which they will not honour.

the_lunatic_is_in_my_head

Hello OP

If you Google CEO email there's a contact for EE there which might get a better response, you can also search that site for BT and cc them in (although they are trying to separate the two brands AFAIK they are still owned by BT so their CS might be able to help or give EE a nudge).

I had a similar issue with BT and had to speak to 6 or 7 people to get a credit to match the amount agreed on the sales call, each time they offered a bit more, it's just a case of who buckles first and they hope that will be you for as little as possible  

Aylesbury_Duck

Doris141 said:

I have been cheated as they price they are charging is £10 per month more than they offered over 2 years.  I only have one other serious option for Broadband and as I have only just left them I cannot go back to where I was.  Their prices for existing customers were not even remotely competitive.  I just want to have what I was sold which they will not honour.

The trouble is that they've offered a remedy which means you're back in the position you were in.  I'd do as others suggest, try exhausting the official complaints route, but there's no guarantee you'll get the outcome you want.