EE Final Bill - Chat Agent versus Phone Different Amounts

[Smme]

Hi all,

I'm moving from EE to another mobile phone provider as ive had enough of them for various reasons, with their recent blanket *14.4*% price increase to all plans being the final straw. The price increase was due to take place 31 March 2023.

I'm only a few months into a 24 month contract, though despite this having ran the sums I'm better off paying them off now and moving to a cheap sim only plan elsewhere, and that's before considering they will likely increase their pricing again this time next year. I also in principle don't want to give EE any more custom or deal with them ongoing.

I spoke to an agent on their online chat 28th Mar 2023 to get the PAC code and to confirm the final bill amount. They confirmed £1475.52 which agreed with the total I calculated. I asked them to confirm when the latest I could process the PAC to not have the 14.4% increase apply to my final bill:

*You: Can I just confirm with you when the lastest I can process the PAC code is for the final balance to remain at £1475.52 without attracting the 14.4% increase?*

*20:14, Mar 28 Agent: yes of course, the pac code would need to be used in 30 days from today, or the contract would keep active. so if that is done before then this would still be the final payment*

*20:15, Mar 28 You: Ok, as I'm out of the country until the 1st April. So if I process the PAC code with my new provider say on the 2nd April I will have a final bill to pay to EE of £1475.52?*

*20:15, Mar 28 Agent: Thats right*

*20:15, Mar 28 You: Ok, great. Thanks for confirming and for your help with this*

Today however, going to pay the final bill by card over the phone they are wanting over £1,600 which clearly has had the 14.4% increase applied and the phone agent doesn't care about what I've been advised above...

Given I have chat transcripts (as will EE) advising I had 30 days from the 28th March to process this at£1475.52 before attracting the 14.4% increase, is this enough to have a good chance of winning an invoice dispute with them? Or is this pretty weak to argue with?

I regret not just processing the PAC code pre 31 March 2023 as I did find it odd the price increase wouldn't apply into April, but I was out of the country at the time and the number transfers can be problematic when you're not in the origin country.

Any advice appreciated here, thanks!

[atticus]

What would you have done if on 28 March you were told you had to do it by the end of the month?

[Smme]

Went for the transfer and hope for the best. It’s not impossible when not in the origin country, but it’s not advised either.

[atticus]

Are you saying that is what you would have done? If so, that is your answer: you relied on what you were told and did not take immediate action.