No advised of Cancellation charge

[Ellie1972]

I called BT on the 24th April  I was having issues with my broadband and I was advised I needed a new router and would be best to switch to EE   .  I asked about cancelling my TV package the agent spoke with his manager and I was advised as I never used it this would be cancelled and the bill going forward would be £45 . I would be sent 2 packages to return my BT TV box and router and if these weren't returned there would be a £50 fee for each.    I returned the boxes and a week later got a text chasing the return I called and the agent confirm receipt of both boxes and I received a new text confirming they had received them.    I was not advised my TV package had not been cancelled as agreed.  

I checked my bill online yesterday and it was showing as £59   I called and was put through to EE  .  I was advised my TV packages was not cancelled that it would be cancelled now and the £15 would go on my account as credit and come off my next bill  but  I had to pay a £300 cancellation fee .    I advised I was not made aware of this and I was not able to pay this,  I live alone and work in a call centre myself.    I requested my calls were listened too and I was sent a copy of them also that it was unacceptable that a mth later I was being hit with this.   I was advised this would be done and EE would be in touch within 5 working days .   I am so stressed out about this.  

I then received an email advising me my complaint has been resolved and closed ??????????   

any help or advice would be so appreciated , I think this is an awful way to treat a new customer to EE . 

[Ellie1972]

I called BT on the 24th April  I was having issues with my broadband and I was advised I needed a new router and would be best to switch to EE   .  I asked about cancelling my TV package the agent spoke with his manager and I was advised as I never used it this would be cancelled and the bill going forward would be £45 . I would be sent 2 packages to return my BT TV box and router and if these weren't returned there would be a £50 fee for each.    I returned the boxes and a week later got a text chasing the return I called and the agent confirm receipt of both boxes and I received a new text confirming they had received them.    I was not advised mt TV package had not been cancelled as agreed.  

I checked my bill online yesterday and it was showing as £59   I called and was put through to EE  .  I was advised my TV packages was not cancelled that it would be cancelled now and the £15 would go on my account as credit and come off my next bill  but  I had to pay a £300 cancellation fee .    I advised I was not made aware of this and I was not able to pay this,  I live alone and work in a call centre myself.    I requested my calls were listened too and I was sent a copy of them also that it was unacceptable that a mth later I was being hit with this.   I was advised this would be done and EE would be in touch within 5 working days .   I am so stressed out about this.  

I then received an email advising me my complaint has been resolved and closed ??????????   

any help or advice would be so appreciated , I think this is an awful way to treat a new customer to EE . 

[imjolly]

If you had maintained your tv package when you switched to EE then you would not have incurred a cancellation fee but because you chose to cancel what must have been a relatively new tv contract hence the high termination cost of £300.

you can try billing message now and see if they can help you  https://www.bt.com/help/contact-bt/account-and-billing/broadband

[zulu17]

Hi @Ellie1972 

couple of questions 

is your  TV cancellation charge appearing on your BT bill  or your EE bill?

you mention the TV package never being used .. why was this , ie was it you choosing  not to use or were your broadband issues/problems  preventing you from making use of it .

[Ellie1972]

I live alone an work full time. I do animal rescue work in the evening so I just never have time to watch tv . It's not showing on my bill I'm just still being charged for the tv packaged and I returned  my tv box as the agent advised .

[Ellie1972]

But I wasnt advised of the cancellation  fee I was told by the agent just to return the tv box an he had spoken with his manager who was gona cancel it for me 

[Ellie1972]

Called billing an they can see I called on the 24th April  and 2 bags were sent for me to return the router an tv box buy no notes logged by the person I spoke with or cancellation  request processed.

[Kodikid]

.This is not exclusively a BT/EE thing.

Sadly like 99% of all fixed term contracts  if you cancel early then there's a charge which usually amounts to what's remaining of the contract.

The call centre operator should have informed you of this.

Sadly you not realising this or being made aware of these charges won't make them go away .

[Ellie1972]

I have asked for a copy if the calls which I'm going to send to trading standards. I think this is a despicable  way to treat customers not keeping their word an doing nothing they said they would . 

[Kimberlin]

I'd be surprised if you get somewhere complaining to Trading Standards. As has already be explained, when you take out a contract for a specific period of time, it clearly states within the T's&C's that should you terminate the contract early, you will be subject to an early termination fee. Of course 99 percent of the problem is, the vast majority of people never bother to read the small print on any contract they sign and then suddenly it's everyone elses fault. I do hope however that you manage to come to some sort of resolution regarding your TV package however I think you'll probably have to suck this one up and put it down to life experience.