FAO. ADAM
I'll just copy and paste the letter I have sent to them because it's easier than writing the story out again, I'd appreciate any advice though
I am writing in regards to a recent early upgrade that I made through you to EE. The phone call upgrade occurred on the 28th June 2013 at 09:22am. I spoke to a girl called Charlotte Burdon who helpfully arranged the upgrade for me.
It was explained to me on the phone that I would have to pay an early upgrade fee of £110.45. Whilst deciding whether to take up this offer I asked many times would that £110.45 clear my outstanding balances with orange and this was confirmed by Charlotte. I therefore upgraded believing that this would be the last payment on my orange contract. However upon checking my online banking yesterday I was shocked to see another payment the day after had left my bank account for £27.80.
Whilst setting up my EE online access to my account I was also shocked to see that my first payment for the new contract would be £44. I have a friends and family discount attached to my contracts and specifically asked Charlotte during the call if this would continue with EE. There was no mention at all in the phone call that the discount would not apply to the account for the first month. I believe my words in the call were something along the lines of “So I will pay the £110.45 now and that will clear my account with orange and then start paying £26.40 from July” and this was confirmed these payments would be what happened.
I phoned EE to question this and spoke to somebody called Robin at 09:57am on the 10th July 2013 who I found very unhelpful. I did not feel like a valued customer at all. There was no offer to look into what happened and I was told that it was the case the discount isn’t applied to the first month and he actually told me there was no body I could speak to regarding this. I also asked would it be better to phone orange to discuss this and his response was "There is no point because you’d just get passed to us anyway”.
I then later phoned back and got through to Liam who was very helpful when I said that I wanted to make a formal complaint and actually took time to hear what had happened and looked into the issue for me. However I am not happy with the outcome of just being told the person who arranged the upgrade for me will get extra training. I am disappointed that no manager would talk to me regarding this breach of a verbal contract. The money that is being taken from my account and will be during the month of July is not what I agreed to. I would have never upgraded earlier if I had fully known that these charges were there, especially as I am currently changing jobs and therefore my pattern of wage is changing. This has been very stressful and has actually caused financial worry for me since discovering this yesterday.
I would appreciate hearing what your actions will be in regards to the difference in what I agreed to be paying and what is actually leaving my bank account, as this is over £50 more than I expected. I would also like copies of the telephone correspondence that I had with orange and EE so I have evidence that I did not agree to the amounts mentioned above.
Regards,
I'll just copy and paste the letter I have sent to them because it's easier than writing the story out again, I'd appreciate any advice though
I am writing in regards to a recent early upgrade that I made through you to EE. The phone call upgrade occurred on the 28th June 2013 at 09:22am. I spoke to a girl called Charlotte Burdon who helpfully arranged the upgrade for me.
It was explained to me on the phone that I would have to pay an early upgrade fee of £110.45. Whilst deciding whether to take up this offer I asked many times would that £110.45 clear my outstanding balances with orange and this was confirmed by Charlotte. I therefore upgraded believing that this would be the last payment on my orange contract. However upon checking my online banking yesterday I was shocked to see another payment the day after had left my bank account for £27.80.
Whilst setting up my EE online access to my account I was also shocked to see that my first payment for the new contract would be £44. I have a friends and family discount attached to my contracts and specifically asked Charlotte during the call if this would continue with EE. There was no mention at all in the phone call that the discount would not apply to the account for the first month. I believe my words in the call were something along the lines of “So I will pay the £110.45 now and that will clear my account with orange and then start paying £26.40 from July” and this was confirmed these payments would be what happened.
I phoned EE to question this and spoke to somebody called Robin at 09:57am on the 10th July 2013 who I found very unhelpful. I did not feel like a valued customer at all. There was no offer to look into what happened and I was told that it was the case the discount isn’t applied to the first month and he actually told me there was no body I could speak to regarding this. I also asked would it be better to phone orange to discuss this and his response was "There is no point because you’d just get passed to us anyway”.
I then later phoned back and got through to Liam who was very helpful when I said that I wanted to make a formal complaint and actually took time to hear what had happened and looked into the issue for me. However I am not happy with the outcome of just being told the person who arranged the upgrade for me will get extra training. I am disappointed that no manager would talk to me regarding this breach of a verbal contract. The money that is being taken from my account and will be during the month of July is not what I agreed to. I would have never upgraded earlier if I had fully known that these charges were there, especially as I am currently changing jobs and therefore my pattern of wage is changing. This has been very stressful and has actually caused financial worry for me since discovering this yesterday.
I would appreciate hearing what your actions will be in regards to the difference in what I agreed to be paying and what is actually leaving my bank account, as this is over £50 more than I expected. I would also like copies of the telephone correspondence that I had with orange and EE so I have evidence that I did not agree to the amounts mentioned above.
Regards,