“Cooling off period scam
I have just returned from the Penzance store to return my kit under the "cooling off period" agreement but the return of the tablet on the same contract was refused "under the terms of that contract", (allegedly). I was mis sold this product. I was persuaded to take the tablet even though I said that I wouldn't have any use for it, I had no need for one and didn't want it. The sales person convinced me to take it because he could make the price of my whole contract "cheaper" ie. it wouldn't cost me anything. Sounded like a irrifusible deal at the time. I had no idea I was being scammed.
Whilst the phone can be returned, under the cooling off period, the tablet could not and I would continue to be charged for the tablet for which I have no use! I was repeatedly assured "You can cancel the contract anytime during the cooling off period" but this is clearly a deception easy to dupe customers with. I have had nothing but bad experiences with this racketeering company and will report today's experience to the Financial Services Ombudsman. What made the experience worse was the patronising shop manager who didn't like my reasonable protest saying that she wasn't obliged to listen to what I had to say because I raised my voice (unsurprisingly)!”
“I was tricked by BT/ EE into taking out a new contract with EE, with a clear promise of a superior state of the art broadband device. In fact the BT/EE agent went on about how good the new router would be, latest technology , etc. But in actual fact the wi-fi signal with the new kit is poor, far worse than my old kit, and seems to be much slower. I called within the 14 day cooling off period only to be told that I couldn’t go back to my old system. I registered a complaint while I was online and this was closed by automatic email minutes later. I feel cheated.”
“EE is a Scam. I will not be a returning customer and I will make a come curious effort to put anyone off using them and if I could post less than 1 star. I would.
When I took my contract out I agreed to a £57 a month contract for 24 months, little over a year ago, January 2023. In march 2023 it very quickly went up to £65 a month due to their price increases which they do not mention on time of agreeing to the contract or make known in any kind of noticeable way.
They have just increased my monthly bill again to £70 a month. Baring in mind I can’t upgrade yet and my contract doesn’t end until February 2025. So I have had two increases in my contract without a say.
If I wanted a more expensive bill I’d have chosen a better phone and better contract deal. Please also remember we are in a recession so people struggle with bills as it is. You’d think signing and agreeing to £57 a month would be just that. Apparently not.
Also adding in the terrible customer service I receive. My phone does not get signal a lot more frequent than normal. It just goes to three dots or takes forever to load anything or send messages. I spent 30 minutes on a call to them just for the girl to tell me I need to update my apps. I’m 29, I am not an idiot, I know how to update apps.
I have spoken with EE about the bill increase who were dismissive, rude, and absolutely unhelpful and basically there is not a thing I can do about it.
Why on earth are they allowing people to sign and agree to contracts then just up their prices how ever they feel without the customer to have any say in it nor be able to opt out of the contract as they are tied in and have to pay a lump sum to leave.
After complaining about the increases I was then told that if I download the airtime rewards app and spend more money on there, I may get a bit of money off my bill. I think that defeats the purpose of me complaining about £13 a month increase on my phone contract.
I was also told EE do not do discounts on any prices, which seems very convenient apart from NHS, i do not work for the NHS or know anyone who does which is unfair. Even though I have been with EE since I was maybe 18. I am now 29, so I hope other loyal customers don’t expect any kind of help or grace from them.
To clarify I pay £13 a month extra now and I get no signal, no benefits from being with EE, I get no extra date, minutes or rewards, but I do get an older phone and still a huge balloon payment to leave this god awful company.
So yeah, EE are increasing your phone bills and basically you can’t do a thing about it. And forget if you’re a loyal customer, they don’t care because as I’ve been told, they do not do discounts.
I mean this with all disrespect. Do not use EE.”
“Took £350+ from my account for cancellation fees in spite of being within the cooling off period when cancelling the contract.
I'd received reassurances on more than one occasion that this wouldn't happen, and having called up about the money was told it would be back within 7 working days. After a week and two days it's not back in my account.
Avoid these cowboys at all costs”
“EE asks for the payment for all remaining months in a contract if you want to end it early. I realized that I cannot continue my contract and they asked me to pay £500+ to end it early. All they say before you sign is that there will be a charge for early leaving. I thought that would be the amount of discounts they made so far, as other companies do. But I was wrong. Think many times before you sign into a contract with this company.”
“Very bad service, my contact is 20 £ , a month they have been taking 35£ a month , contacted them to get the money back, they said they can not, last month they took 80£ , tryed to cancel , they said my details were wrong looks like a scam company”
“My daughters phone was bought at an ee phone shop where I asked the assistants to block any charges that might go over the ten pound allowance. The shop didn't block third party so when we were frauded and incurred a 600 pound bill we were told we had to pay it as it was our negligence. Now they've passed us onto debt recovery. Terrible service.
!!!WARNING!!! DON'T TOUCH THEM WITH A BARGE POLL!”
“Shockingly bad customer service. I signed up with mobile and broadband and so regret it. Misselling, promise to get back to you and do not. Outright lying in fact. Plus an utterly opaque complaint procedure. Still trying to access my Discovery plus which is part of my package plus a promised credit for overcharging. No luck. And the App is just appalling. Last call took over 2 hours and was bounced between 3 people with no resolution”
“⛔️⛔️⛔️AVOID AVOID AVOID⛔️⛔️⛔️
If I could vote them 0 stars then I would, the worst mistake I’ve made ever made when choosing broadband provider. Been with them for 2 months and all that time they have still not fixed a major problem with the EE accounts… plus the EE app. I’ve now noticed my internet speed at 106.3mbps download speed and upload speed was 20.6mbps. This would be totally fine if I was paying the right amount of money for the speeds, but i'am paying over £80 a month for the best speeds possible.
I always give companies time and then review them, I think 2 months is long enough!!!
If anything improves I will review this again but for now it’s a 0-”
“Awful people took 10 days to install broadband when I moved house. Openreach said ee engineer made a mistake and Openreach said ee had. Eventually Kira helped me advising I was due compensation that would take 30 days!,
Since then they have taken £67.75 and now have sent texts saying I owe £28 plus another £155.24. DO NOT GO NEAR THIS COMPANY”
“Beware EE
They have developed a system which excludes the customer.
An Ee shop is a sales centre not answerable to EE customer service on the mobile chat as chat gets recorded but not at a shop.
They are quiet at ease at
Giving you a 2.5 hrs run around with 5 different people before saying why are you complaining it would take weeks any other way. Also the problem I had over months resulted in EE lack of solutions which I paid for. As I say beware EE.”
“What a absolutely useless company
Trying to solve my farther problems as he has dementia
And the age of 80 years old
And they aren’t helping whatsoever
Causing nothing but stress to our family
This company should be held responsible
You get pass on from person to person when trying to get something resolved
Nothing but unhelpful”
“Engineer was supposed to turn up 12th April didn't show. Had text at 15.08 saying he was on his way still didn't arrive. Rang ee 13th was put on hold then cut off rang again on hold 45 minutes gave up!!! Never had any problems with BT definitely very verydissatisfied with service!!!”
“Whilst there are some genuinely good people at EE, like Keenan, who is working with me to resolve an EE error that has resulted in EE setting the debt collectors on me, even though I am not an EE customer ! As I now know EE's internal communication is totally broken, I am preparing a case with the Communications Ombudsman. Really regretting the day I engaged with this company. I was naive to be reassured by BT sales that if I cancelled the contract with 14 days there would be no consequences.”
“Do not let BT Business mobile swap you from their business contract to EE business. EE have absolutely no regard for small business customers, and how much leaving you without cellular data service for 2weeks(!!) can hurt your business. Their website says they understand how business critical data is - ha! I was fobbed off by the Indian technical support team over and over again, in a loop of them saying the same script and asking me to wait for up to 72 hours each time for it to be fixed (which it was t each time). I’ve spent hours on web support, been into the EE shop (who got the same script) and lost hours that amounts to over a days worth of my working time trying to get an answer. After a full complaint (on a web form as you can’t talk to anyone), they’ve finally fixed it, and rang back days later offering a refund for the period I didn’t have the service with no extra compensation for the stress, my time and business lost owing to having no mobile data - even though they admitted it was their error!! It’s a joke, I’m now tied in - don’t make the same mistake!!!”
“I have just had a long argument with EE about their prices. THEY convinced me to move from BT to EE in February. They quoted a price that they said was guaranteed until March 2025. Only last week their Customer Service confirmed again that my price would be fixed until March 2025. Today their Customer Service deny that any conversations have taken place, they say there are no records of my previous calls. I have been an EE customer for three weeks. For three weeks I have had confirmation that I will not have an increase until March 2025, yet they have increased my costs. To cancel the contract will cost me c£1300 💩
Is this a criminal activity, negligence, or what? They mislead a customer into a position that takes c£1300 to get out of. I would never have believed that being moved from BT [after being a customer of over 30 years] to EE would involve me in some form of underhanded dealings and activity. I am shocked at finding myslef involved with such an unscrupulous organisation that does not fully record customer calls, resulting in a customer getting trapped in a contract that cost c£1300 to cancel!!!!!!!
For the next customer: get the agreement in writing, or by email before the trial period is complete so that you can cancel at zero cost!”
“Joined EE from Sky on the 21st March, however the switch over was poor. Offline for 48 hours, new router dispatched which didn’t cure it. Engineer came into the house, and the 28mps I had managed to find was lost completely by the engineer who left the house in a fluster, and I was worse off than before he came. An Openreach engineer was then booked, but this wasn’t for another 4 days. Today was the day he was supposed to arrive, and I changed my day to suit. He/She failed to show, and never let me know. I now have to wait further two days for this appointment and I will have to reschedule my day again. If I could return to Sky, I would.
Still to be resolved and the contact from EE supervisory or customer care has been non existent”
“So I understand that the contract options change. However if you say I am due an upgrade you should also tell me it won't kick in even it the last 30 days but when the contract ends...... very poor communication. Also called up on the same day to cancel a number and only found it out in an actual EE shop it never got cancelled. EE is definitely going downhill”
