After my husband died all of a sudden, I found he had been paying £171 a month for our EE broadband and TV contract. EE initially supplied me a month-to-month deal at £44.99 on the cellphone.
There adopted two letters, at some point aside, cheerily addressed to my late husband. The primary said that he must pay £1,007 to terminate his contract; the second giving a termination charge of £520. The letters informed him he might take the contract with him when he moved home.
Since then, a number of calls to departments titled bereavement, worth, life occasions, loyalty and connections have elicited a number of unfulfilled guarantees.
The primary agent supplied a deal for £56.99 if I had a niche in service. The second agent mentioned, “if this was BT (which owns EE) I might do it” and gave me £60 credit score. A 3rd mentioned “I’m caught”. And a fourth persuaded me to pay £112.63 to allow him to kind issues out, then found the system wouldn’t enable the cheaper deal.
The brokers have been variety and useful however say “the system” received’t allow them to do what they should. And this from a communications firm.
SP, Norwich
Evidently “the system” wouldn’t enable the account to be modified to your sole identify and insisted on a brand new contract. Therefore the early termination prices.
A customer support supervisor known as you lower than two hours after I’d flagged the misery that EE’s ineptitude had triggered.
It instantly managed to place you on the £44.99 deal, refund the additional prices you incurred within the meantime, and added a month’s credit score as goodwill.
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