OneStream will not provide me with a final bill after cancelling my contract with them

Katyk

Hi, I was connected to Onestream on 14th May, I was very unhappy with the weak signal and low speed and was in mid Live Chat to them. There was a knock on my door and an EE Salesman asked if I would be interested in an internet pack with them at 500mbs, I believe, but much faster than I currently had for £20 per month. He came into my home, invited, and another guy joined him. I said hang on what about the early opt out charges I get from Onestream? They said no problem as EE would refund me that. So I signed up and was connected on 27th May, I phoned Onestream to cancel my package and paid £389 over the phone with my card. I paid the monthly DD of £42.90 to Onestream. I sent these to EE for refund of Early opt out Fee. EE said that they will only pay £300 of this and I needed to send my final bill, I asked Inestream to provide me with this..but they kept misconstruing my request and finally they said my final bill will be available 3rd week of July and to check my online account. When this date came I checked my account but there was no final bill only an invoice for my £389 early opt out. I phoned them, I emailed them over and over they then sent me an email saying my account is now closed and attached my Final Bill, only the attachment was the invoice for the £389 again. I have phoned, emailed etc ++++ but getting nowhere. I phoned EE who said they cannot help without my Final Bill from Onestream to give me £300 of early opt out fee. I have explained to them that I cannot get a Final Bill and as they have now closed my account have no way. I have contacted Consumer Advice, and did everything they suggested, with no success. I am so angry and tired of the constant back and forth. And as a massive and wealthy company that EE BT are they refuse to assist me, also the £20 a month charges were actually £28 and low internet speed, of course, I had nothing in writing to prove what I was told. Please can anyone advise? One stream is not covered by the Communications Ombudsman, so I am alone is this battle. Though, I know I have to withdraw soon from this,because after 2 months of fighting and getting nowhere..I have already lost! Thanks Katy

Woodstok2000

What is the difference between a final bill and an invoice? Have you checked with EE that they cannot accept the invoice you have, and if so, what (exactly) is it that they can accept?

Katyk

Hi, 2 months after leaving Onestream they provided me with a "final bill" which was actually a breakdown of the early opt out fee. I sent this to EE who finally wrote to me and said you have been successful in your claim for EE to pay your early opt out fee. We will credit your account with £264. I paid £389 early opt out fee to Onestream. But, EE (BT) bring such a struggling, poor company only pays part of this fee..even though the EE rep who signed me up with EE stated EE will pay this fee, they also stated the charges were for £20 per month and in fact they are £27.99 pm. And the 500mbs internet speed is something like 49mbs. I simply cannot fight anymore, it has been a non stop battle with Onestream & EE and has caused me so much stress, I cannot cope with the strain of that anymore..while also caring and then moving a terminally sick brother into care after years and then my own health probs. Normally, I will battle it out, spec when I know I am being ripped off or treated unfairly..but enough ia enough And of course there are no support agencies to assist anymore Trading Standards no longer deal with individual cases, Consumer Advice only give you hints & tips on how you should deal with problems.

Thank you to anyone who offered advice here.