Can someone please help? I was an EE phone customer and had the Add-on benefit which I thought would cancel when I left EE in April 2023.
I have been trying to sort this out since then. Microsoft have now come back again (I've been in contact 4/5 times), as well as with EE (who gave me an email to give to MS to say they can't do it - though there's nowhere to send an email to MS) and said...
"Your subscription with BT/EE is still active as you see, so they did not cancel it as they said in the email. you cannot have a second game pass on this account unless the current one with BT/EE is canceled, we don't have a way of canceling it from our end since it was set with with BT/EE. You will have to wait for the subscription expires if BT/EE are not willing to cancel it. W count on your understanding."
There is no explicit statement in the T&Cs that EE will have access to my Xbox account after termination and I am quite appalled by this and do not think it is legal.
I just want to add my own bank account to my Microsoft account but cannot do this while EE still have this subscription maintained. It's possible to remove the Add-on in contract (as per points 5 and 7), so surely it must be possible to cancel it once the contract is over?
I've been batted from pillar to post and wasted quite a few hours and a lot of stress trying to rectify something that should be an automatic process once my account/contract was terminated.
I do not consent to BT/EE having this access to my Microsoft account, was provided with misleading information (and a wild omission about what would happen after!).
As per the Consumer Rights Act 2015:
Goods and Services Must Be as Described: Section 11 of the Consumer Rights Act stipulates that goods and services must match their descriptions. When I was an EE customer, I understood that I would have the ability to easily cancel the Xbox Game Pass Ultimate subscription upon termination of my EE contract. This understanding was a significant factor in my decision to engage with this service.
Goods and Services Must Be of Satisfactory Quality: Section 9 of the Consumer Rights Act requires that services be performed with reasonable care and skill. Unfortunately, my experience in attempting to cancel the subscription has not aligned with this standard. The difficulties I have faced and the ongoing subscription have caused undue inconvenience and stress.
