Confusion leaving EE

F1reb1rd63

Hi All, 

I just tried to cancel my monthly rolling contract with EE and thought I'd cross check the website with the advice given on my cancellation call. The only way I could leave them and understand what the website was saying.

I tried to cancel online and was offered a £10 monthly all in contract with unlimited data calls and texts, a good bargain. I wanted to know if that was a month by month and the adviser 'assumed' it was 24 months locked in. I was given a drop down menu of about 20 options to explore that didn't explain what I was signing up for at all.

When I went to add it to the basket the site said this was for an additional sim. An hour of fairly heated exchanges (mainly due to the website freezing constantly) and he conceded that yes that was what it said, however that it was obvious it was a multisim deal when I went through to the next page.

I then said I'd complain as it was miss selling and he informed me that it wasn't and that I would not be hearing back as all complaints are now handled internally and that it was not misinformation.

 I've complained to their complaints team via email. 

Would love to know if anyone else has experienced similar with this provider?

And I'll check out what is the best deal on the appropriate page.

Thanks

Flugelhorn

we were trying to leave EE to go Lyca or Lebara for a charity phone. It was incredibly difficult to get the PAC out of them - only on the phone and we had to hang on for ages, then they kept offering other deals etc - very frustrating - got there in the end and I am glad we left 

flaneurs_lobster

Flugelhorn said:

we were trying to leave EE to go Lyca or Lebara for a charity phone. It was incredibly difficult to get the PAC out of them - only on the phone and we had to hang on for ages, then they kept offering other deals etc - very frustrating - got there in the end and I am glad we left 

The OFCOM rules say that a PAC must be made available if you text PAC to 65075 from the number you want to keep. Not true of EE?

More complicated if it's a business account or an account with more than one number.

F1reb1rd63

Thank you. I would have been willing to stay on the £10 deal if it were a rolling contract. I've now had a message saying they may charge me 67 plus my contract fee for the last month. I've written to their CEO and complaints team and filed a complaint with the ASA.  

I feel like I'm one of those 'angry of London' folk writing letters to the Times in days gone by 

flaneurs_lobster

F1reb1rd63 said:

Thank you. I would have been willing to stay on the £10 deal if it were a rolling contract. I've now had a message saying they may charge me 67 plus my contract fee for the last month. I've written to their CEO and complaints team and filed a complaint with the ASA.  

I feel like I'm one of those 'angry of London' folk writing letters to the Times in days gone by 

Think you mean "Disgusted of Tunbridge Wells".

F1reb1rd63

flaneurs_lobster said:

F1reb1rd63 said:

Thank you. I would have been willing to stay on the £10 deal if it were a rolling contract. I've now had a message saying they may charge me 67 plus my contract fee for the last month. I've written to their CEO and complaints team and filed a complaint with the ASA.  

I feel like I'm one of those 'angry of London' folk writing letters to the Times in days gone by 

Think you mean "Disgusted of Tunbridge Wells".

  have spent far too long being angry with them today - need to go and look at flowers and think kind thoughts  

southsidergs

F1reb1rd63 said:

Hi All, 

I just tried to cancel my monthly rolling contract with EE and thought I'd cross check the website with the advice given on my cancellation call. The only way I could leave them and understand what the website was saying.

I tried to cancel online and was offered a £10 monthly all in contract with unlimited data calls and texts, a good bargain. I wanted to know if that was a month by month and the adviser 'assumed' it was 24 months locked in. I was given a drop down menu of about 20 options to explore that didn't explain what I was signing up for at all.

When I went to add it to the basket the site said this was for an additional sim. An hour of fairly heated exchanges (mainly due to the website freezing constantly) and he conceded that yes that was what it said, however that it was obvious it was a multisim deal when I went through to the next page.

I then said I'd complain as it was miss selling and he informed me that it wasn't and that I would not be hearing back as all complaints are now handled internally and that it was not misinformation.

 I've complained to their complaints team via email. 

Would love to know if anyone else has experienced similar with this provider?

And I'll check out what is the best deal on the appropriate page.

Thanks

Complain about mis-selling when it's made clear it's a multi-sim deal, how does that work?

Neil49

F1reb1rd63 said:

Thank you. I would have been willing to stay on the £10 deal if it were a rolling contract. I've now had a message saying they may charge me 67 plus my contract fee for the last month. I've written to their CEO and complaints team and filed a complaint with the ASA.  

I feel like I'm one of those 'angry of London' folk writing letters to the Times in days gone by 

When does your existing rolling contract come to its end of term. It sounds like you are still tied into a long term contract with a few months left to go. 

F1reb1rd63

Thanks Neil49 - it ends next month on Nov 22 and I was trying to find out what I need to do so I don't automatically roll over to another very pricey month. That meant multiple ways I of being sold to when all I wanted to do was stop this one.

Eventually I had them send me my PAC code. I'll revisit this again to choose which provider I'll go with on a SIM only deal in a day or so.

It could be them if I can get a pay as you go contract and they give me the same deal they looked like they were offering on the website but on a monthly basis - 30gb of data for a tenner a month with unlimited texts and calls. That looked fantastic as I've been with them 12 years. But then it turned into the call from another dimension with the first sales rep.

F1reb1rd63

southsidergs it wasn't made clear it was  a multi-sim deal when the pop up window came up - the offer was 'Thinking of leaving EE? Why not take advantage of this exclusive offer, get 30GB of data plus unlimited texts and calls for just £10 a month. Add to basket.

When I clicked through the basket it said multi sim deal with no guidance on what a multi sim deal was or how long the contract was for, apart from a huge list of options to click and read long contracts for all the deals they have

F1reb1rd63

Flugelhorn  they have sent me the PAC thank you. I don't have a business account just a contract I signed up for (that was my own doing) a couple of years ago as I wanted an Iphone 15 pro max for work and was short of cash. Signing up for this kind of contract is the fastest way to STAY short of cash mind you  On a different trajectory financially now