After my husband died suddenly, I discovered he had been paying £171 a month for our EE broadband and TV contract. EE initially offered me a monthly deal at £44.99 on the phone.
There followed two letters, one day apart, cheerily addressed to my late husband. The first stated that he would have to pay £1,007 to terminate his contract; the second giving a termination fee of £520. The letters told him he could take the contract with him when he moved house.
Since then, multiple calls to departments titled bereavement, value, life events, loyalty and connections have elicited multiple unfulfilled promises.
The first agent offered a deal for £56.99 if I had a gap in service. The second agent said, “if this was BT (which owns EE) I could do it” and gave me £60 credit. A third said “I’m stuck”. And a fourth persuaded me to pay £112.63 to enable him to sort things out, then discovered the system wouldn’t allow the cheaper deal.
The agents have been kind and helpful but say “the system” won’t let them do what they need to. And this from a communications company.
SP, Norwich
It seems that “the system” would not allow the account to be changed to your sole name and insisted on a new contract. Hence the early termination charges.
A customer service manager called you less than two hours after I’d flagged the distress that EE’s ineptitude had caused.
It immediately managed to put you on the £44.99 deal, refund the extra charges you incurred in the meantime, and added a month’s credit as goodwill.
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