Tweet
Hi folks I really need some help on how to deal with my situation. I have lots of issues to report and would love if someone could help me with writing an effective complaining letter to EE. Any thoughts and advice on the matter will be much appreciated. I will try to explain all the issues as best as I can.
I took a new contract with T Mobile (EE) on 25/01/2013 through Chitter Chatter. I got an Iphone 5 and on a 24 months contract.
FIRST PROBLEM: On 16/10/13 I received a phone call from a very pushy and patronizing salesman from EE conning me to take a new contract with latest Samsung. I asked him if it would be the S4 and he said yes and contract would be around £10,00 monthly . I agreed but when I received the handset it was a Samsung Galaxi. I phoned EE and explained what had happened, asked them to cancel the contract as what I received was not what I had been promised. They told me to send the handset back so I did straight away.
On 05/12/14 I received an upgrade letter and went to see my EE account. I then found out they had been charging me for the extra contract for more than 13 months. I phoned EE and spoke to Meagan who confirmed they have received the handset back on 28/10/13 and EE made a mistake on not cancelling the contract. She did apologize and said she was closing the account and someone would call me in the next two hours to discuss about a refund. No one never phoned me so on 06/12/14 I phoned again and spoke to Jenny. She told me no one had cancelled the account so she would do. She sent me a text message saying cancellation had been processed and asked me to wait for 28 days for the calculation of refund to be done and money sent back to me. Since that time I had contacted EE countless times and every time they come up with a excuse say I should be getting my money back in no time. To date I have not received my money or have been contacted by them whatsoever.
SECOND PROBLEM: On 30/12/14 I requested my phone to be unlocked, spoke to Amanda and gave her the EMEI number, email address and all she requested and she said I would have to pay £20,00 witch I agreed. I also told her I had my handset replaced by Apple on the 23/12/13 duo to a faulty on the handset. She told me to send EE a copy of the email Apple send me to confirm this. I sent a email to EMT.proofs@ee.co.uk on the same day. After few days EE sent me a text saying unlocking process had been completed. I went to Three last Friday and got a Sim only contract and tried to insert it on my phone but it would say it was not valid. That is were all my problems started. On Monday morning I tried to call 150 on my mobile but got disconnected as I had given them 30 days notice and ported my number to Three over the weekend. I had to use my landline to call EE and found out they had unlocked the wrong phone, not the replaced one. I then spent all day on the phone with them to try to get my phone unlocked as I have no access to other Iphone an not able to insert my sim card and use my mobile. Needless to say that yesterday I spent the whole day on the phone again and today as well and my mobile is still locked. I sent emails to all departments, including executive office yesterday and no one had ever replied.
The biggest problem is that I use my phone for business and every single day I am losing money because I can not talk to my customers. I had few appointments this week that I could not attend because I could not confirm with them. Also I am losing money as I am paying a monthly contract to another provider but can not use it. I am not willing to stay one more day without my phone and was thinking of buying a second hand Iphone tomorrow and then get EE to pay for that and for all the loss (including further landline calls made to EE ) and stress they are causing me. Will that be possible? I can go all the way to court if there is the possibility.
THIRD PROBLEM: Yesterday I checked my last bill and they are charging me £28.69 + VAT on MNP Early Termination Penalty. How can they do that? I have given then a month notice on the 26/12/2014, once EE said the earliest day for the notice to be given was on the 25Th.
I don't know what else to do and don't know how to write a effective complain letter with the right terms. I don't know if I should be contacting trading standards, Cisas, or anyone else. And also I need a solution for my getting my phone connected as soon as possible.
Thank you so much in advance
I took a new contract with T Mobile (EE) on 25/01/2013 through Chitter Chatter. I got an Iphone 5 and on a 24 months contract.
FIRST PROBLEM: On 16/10/13 I received a phone call from a very pushy and patronizing salesman from EE conning me to take a new contract with latest Samsung. I asked him if it would be the S4 and he said yes and contract would be around £10,00 monthly . I agreed but when I received the handset it was a Samsung Galaxi. I phoned EE and explained what had happened, asked them to cancel the contract as what I received was not what I had been promised. They told me to send the handset back so I did straight away.
On 05/12/14 I received an upgrade letter and went to see my EE account. I then found out they had been charging me for the extra contract for more than 13 months. I phoned EE and spoke to Meagan who confirmed they have received the handset back on 28/10/13 and EE made a mistake on not cancelling the contract. She did apologize and said she was closing the account and someone would call me in the next two hours to discuss about a refund. No one never phoned me so on 06/12/14 I phoned again and spoke to Jenny. She told me no one had cancelled the account so she would do. She sent me a text message saying cancellation had been processed and asked me to wait for 28 days for the calculation of refund to be done and money sent back to me. Since that time I had contacted EE countless times and every time they come up with a excuse say I should be getting my money back in no time. To date I have not received my money or have been contacted by them whatsoever.
SECOND PROBLEM: On 30/12/14 I requested my phone to be unlocked, spoke to Amanda and gave her the EMEI number, email address and all she requested and she said I would have to pay £20,00 witch I agreed. I also told her I had my handset replaced by Apple on the 23/12/13 duo to a faulty on the handset. She told me to send EE a copy of the email Apple send me to confirm this. I sent a email to EMT.proofs@ee.co.uk on the same day. After few days EE sent me a text saying unlocking process had been completed. I went to Three last Friday and got a Sim only contract and tried to insert it on my phone but it would say it was not valid. That is were all my problems started. On Monday morning I tried to call 150 on my mobile but got disconnected as I had given them 30 days notice and ported my number to Three over the weekend. I had to use my landline to call EE and found out they had unlocked the wrong phone, not the replaced one. I then spent all day on the phone with them to try to get my phone unlocked as I have no access to other Iphone an not able to insert my sim card and use my mobile. Needless to say that yesterday I spent the whole day on the phone again and today as well and my mobile is still locked. I sent emails to all departments, including executive office yesterday and no one had ever replied.
The biggest problem is that I use my phone for business and every single day I am losing money because I can not talk to my customers. I had few appointments this week that I could not attend because I could not confirm with them. Also I am losing money as I am paying a monthly contract to another provider but can not use it. I am not willing to stay one more day without my phone and was thinking of buying a second hand Iphone tomorrow and then get EE to pay for that and for all the loss (including further landline calls made to EE ) and stress they are causing me. Will that be possible? I can go all the way to court if there is the possibility.
THIRD PROBLEM: Yesterday I checked my last bill and they are charging me £28.69 + VAT on MNP Early Termination Penalty. How can they do that? I have given then a month notice on the 26/12/2014, once EE said the earliest day for the notice to be given was on the 25Th.
I don't know what else to do and don't know how to write a effective complain letter with the right terms. I don't know if I should be contacting trading standards, Cisas, or anyone else. And also I need a solution for my getting my phone connected as soon as possible.
Thank you so much in advance
;
Comment