EE Broadband contract cancellation issue

LilSmiler

Not sure if this should be in this area of the forum or consumer rights or somewhere else?

My son's partner is trying to cancel her EE broadband after only being with them a few months, due to her moving in with my son.

She has called EE CS and they have advised that she can't cancel it as her name is not the one on the account..?! Her surname is correct but the first name and the DOB are completely wrong... However the DD payments have been collected from her bank each month.

What should she do, simply cancel the direct debit? Would there be any comeback if her name isn't the one on the account with EE?

flaneurs_lobster

Few things here.

Can Your Son's Partner (YSP) confirm what EE CS are saying by looking at the account online?

Are the details on the account actually for another person known to YSP or are they just unknown.

Cancelling a 24 month contract after a few months will give rise to a large Early Termination Penalty, probably the amount that would have been paid to end of term, less VAT. Might be possible to transfer the contract to a new address if EE can give service there.

Just cancelling a Direct Debit is rarely a good idea, it does not cancel the contract and the arrears would continue to build.