Slamming by ee

[Ackers1]

This is my first post so bear with me please . I don’t even no what the difference with the lounge etc is. I’ve been with bt for many years. I phoned in August with a problem. During the call the girl told me I have been with EE since February with my phone but hadn’t been taking any payments but just letting my account with EE mount up. I’d be paying BT each month for phone and broadband. In the end I was credit with 5 months payment of £16pm off my EEAcount. Middle of August had to contact bt again and I’ve got plenty of dates and names plus topic we discussed but in a nutshell I’ve never had a contract with EE but they did their best to pressure me to have my broad band with them as they had my phone account. They even sent me a script by email what to say to their sales team. I refused and phoned bt immediately. They have reinstated me with new equipment. Account and new phone number after 50 years. The EE call centre was Blackburn. I’ve much more conversation and details which may alter someone answer what I need to know is EE now say I owe them an estimated bill of £532 but could be more. They will let me know September 16. Ive been told I won’t have to pay anything at all but they won’t put it in writing anybody had the same and did you have to pay. I’ll try and keep future post shorter.

[iniltous · Accepted solution]

Perhaps you can clarify a few things , you say you have been with BT for many years , with what products, landline phone , broadband, mobile phone ?
If you called in August and were told things changed in February, did you call BT then or were contacted by BT or EE , and if you are now supposedly with EE , what was that for , broadband, landline , mobile ?,

FWIW , the only product that really needs to change to EE is if you had a BT mobile on a very old plan , like 500Mb , 50 texts , 50 mins calls for £5 , that type of thing as they can’t be renewed and although it’s changed now , BT Mobile was to be closed hence the need at the time to go to EE but that was just for mobile , not broadband or landline , although BT did suggest it , it wasn’t compulsory.
Unfortunately if someone migrates to EE without BT managing the migration then things like early termination charges if applicable can show up and need to be manually changed , I’m unaware of any path to move to BT from EE that’s managed in a similar way , even if the move to EE was not understood or wanted at the time and the customer now wants to return to how they were .

I doubt anyone on here can offer any guidance or assistance you need to probably go to executive level complaints if you get no assistance from normal customer service , but these things can take time to unpick .

[Ackers1]

Thanks for your reply. Yes I had landline and broadband with bt. I’ve never had contact with EE. Yes I phoned BT straight away who confirmed the the Blackburn centre were out of order bt said they would sort it out. To be fair they have given me new equipment and new contract. I’m now back with them both phone and broadband…….i hope anything to do with EE was done without my permission or knowledge. As you say have to see what September 16 brings but I’m sure as you say someone higher up needs to get the early exit fee removed. Once again thanks for your feedback

[iniltous]

If you didn’t contact anyone in February and no one contacted you , then clearly no one should have moved you to EE , and although there are posts on here saying they were moved to EE because it was portrayed as compulsory when it wasn’t compulsory at all , but ultimately there was interaction between the customer and BT or EE , if you were moved without even contacting BT or EE and them not contacting you , it’s needs to be investigated,

I can’t see how this can occur, if your account was misidentified when someone called and agreed to switch but BT put the wrong account number in , yours instead of the callers account number may explain it , but I can’t really see this being possible, if someone arbitrarily moved you without consultation at all , then that’s another matter , but I doubt that as well , for one thing , an emailed EE contract is sent out automatically with the terms and price etc , did you receive anything like that in February ?, how could someone expect something like that to go unnoticed if documents are sent out , you’d think the recipient would be calling and asking what are these contract documents for .
Anyway , if you use the higher level complaints they should get to the bottom of it .