Postscript: I've advised the customer to reply 'yes' - job done. I posted the case here because I had a feeling something similar might have happened before. Unfortunately 'EE' is among the worst company name to search for (with the possible exception of 'Three'). I found a similar topic on CAG from 23 Jan 2023: Lowell/EE "debt" issues following EE failure to terminate contract as instructed and confirmed by them. In this topic EE cancelled a broadband account but failed to cancel a mobile phone account. The call recordings had been deleted by the time the CAGger noticed the problem. From the SAR in this case I believe both failures to close the accounts are likely due to a failure of the warehouse to acknowledge equipment return. Whether this is right/fair/enforceable - I can't comment. I hope others in a similar situation might find this useful.

Many thanks, I always value advice from the site team. I'll advise the customer tomorrow. Hopefully the taste of blood in our mouths will have gone by then (but probably not)! She was so worried and upset in the beginning.

Definately. Do you have any opinion on financial compensation or is this barred (e.g. by cancelling in the cooling off period). I read that the Comms Ombudsman refers to this as a 'time and trouble' payment. Also part of the stress was caused by not having a copy of the T&Cs. The SAR shows the customer viewed the T&Cs (giving her IP address) but she didn't keep a copy. In the call she can be heard asking for a copy of the T&Cs many times but this was unanswered until the SAR response today. All the advisers needed to say, as explained in the SAR, was go to ee.co.uk/terms The Ombudsman can order EE to change their practice but the Ombudsman won't know if the customer accepts now. I'm thinking how best to advise, I'll sleep on it for now

I know! It's lucky I'm helping because I'm more able to be diplomatic, avoiding rants or long emails of irrelevance that make it harder for an ombudsman to wade through (bless them). Also the implied acceptance the contract was correctly cancelled while keeping the DCA dogs on the case. Harrassment? Beggars belief!.. and no mention of correcting the credit file nor any "time and trouble" compensation.

The balance of the 2 year contract. BTW thanks so much for recommending the SAR

Thanks, I have a correction; the equipment was dropped off at her local Post Office using a bag and pre-paid DPD label supplied by EE through the post. The customer conflated Post Office with Royal Mail and didn't pay attention to the courier name (understandable IMHO). Also the Post Office receipt looked like a Royal Mail receipt. The equipment was returned by DPD. She received the SAR return today including wav files of all voice calls. During an 11 minute phone call on the 7th day of the contract, the cancellation was processed, as the adviser correctly paraphrased "Coverage not as advised". The customer asked for the IMEI, "look for it on the box or delivery note", she had neither (and was not asked to examine the modem for the IMEI). The customer could not find the IMEI (although it appears in account notes revealed by the SAR). The adviser stated an IMEI would normally be required but a bag and label would be sent by post as the customer did not have a printer (true, her daughter has one but it never has any ink). The account notes for this call state: The last sentence is not true. I listened to the recording carefully twice, the closest to this statement is near the end of the call when the customer asks about her Direct Debit, she was informed it would be cancelled automatically when the equipment is received by the warehouse. EE have offered as follows: The customer has not responded yet. If I understand correctly, EE accept the contract was cancelled inside the cooling off period but will not call off the dogs until she agrees to above offer.

Will do... and fkofilee correctly predicted that 'Executive Complaints' was deeply disappointing (trying to be diplomatic). At least the complaint is ackowledged. I also helped the customer add a notice of correction to her credit file (2 missed payments showing). Thanks also for the CEOs e-mail address. A bit of background: EE and BT are now one (I think). When the customer requested a box for the equipment return it had a BT address. BT and EE share the same CEO and when you submit an online EE SAR, the webform domain shows 'btprivacy.my.onetrust.com' . It can be confusing. Also Arvato (DCA) changed their name on 18 December (yesterday) to Everyday People Financial Solutions Ltd, aka EP Financial Solutions. 1st reply from EE Executive Complaints (by email): The customer has the original certificate of posting but unfortunately doesn't have a scanner and took a poor photo. I have just seen a better photo (by email). The tracking number is clear but not recognised. No idea why, this is a matter for Royal Mail. EE need to inform her of the parcel value for her to file a claim with Royal Mail.

The SAR has just been submitted. The letter of complaint was already sent (based on a template from Citizen's Advice). The complaint has been acknowledged by email from a 'Customer Executive' A first 'letter' (looks like a typical phone bill) was received from Arvato DCA a few days ago (just passed to me today).

No, my daughter just wants me to draft a complaint for her. EE have an online SAR form but they ask for a lot of information.

We have screen grab of the call history and a certificate of posting for the equipment return. I'm not worried by their DCA threat but the letters have upset my family and they want me to reply. Their threat-o-grams make no acknowledgement that there might have been an error nor what to do if the alleged debt is disputed.

We've had broadband problems for years, likely poor copper connections from the street (FTTH not available), so we tried EE 5G WiFi Mobile Broadband (£55 pm) to get away from using a copper connection. EE 5G was no better we cancelled in the cooling off period... or so we thought. 20/9/2023 signed up by phone (EE 5G Wifi Mobile Broadband, unlimited data) 22/9/2023 equipment received 28/9/2023 phoned to cancel due to poor service, requested returns box for the equipment 2/10/2023 equipment disconnected and returned (cert of posting retained) 25/10/2023 received snotty letter "Suspension Warning - Final Reminder", ignored assuming equipment return not yet processed. 25/11/2023 (today) received snotty letter "Act Now - DCA Warning", my daughter doesn't want DCA on her doorstep. It seems EE did not cancel the service as requested (how hard can it be?). Their snotty letters did not give a postal reply address, just phone numbers and a web address. Since DCAs are threatened and CAG advise not to give an email address, we only want to communicate by post. I found a Sunderland for EE on the Internet. We never verified our email address nor activated our online account so we've not seen any bills because it was clear from the first day the service was of no use for us. Advice for the best response would be appreciated (by donation)!

There has been an update today. Hoseasons refunded me with a 'holiday transfer voucher' valid until 31 August 2020. They ignored an earlier request for a full refund. The voucher T&Cs they imposed are attached below. I want to reject this ridiculous voucher and claim a full refund. The majority of online consumer help on holiday cancellations, even from Which, CAB etc, mostly cover flights/packages/overseas travel etc leaving me unsure of my rights on a non-package, UK boating holiday. Perhaps the Consumer Rights Act 2015 is most relevant? I'm not sure. Can anyone recommend the best approach? hoseasons_holiday_transfer_voucher_terms.pdf

Thanks it went through this time (and with a card I thought PayPal had blocked many years ago). However the credit card donation was still processed by PayPal and required agreeing to PayPal's guest payment terms. Previous PayPal terms used to state they reserve the right to limit guest payments to 10 transactions. I especially dislike this current term: I strongly dislike PayPal and will never open a PayPal account... but at the same time I don't want to discourage others, so I'll stop here

Always a good idea, yes I checked that for 'hoseasons.co.uk' yesterday but it returned a blank, perhaps a temporary glitch.

OMG you're a star! That's perfect - many thanks

Is there any way to donate without going through PayPal? ~S

Good afternoon everyone, Hoseasons just sent me an e-mail regarding a UK boating holiday this Easter: I have a sinking feeling about this Their email gives me zero peace of mind! Their T&Cs were changed on 20 March 2020 (after my booking) does anyone have a saved copy of their pre-March boating holiday T&Cs? I will want a full refund if the boatyard remain closed but their current T&Cs don't make it clear I have that right. For example: Section 8 applies where I cancel. It gives me some rights to a refund but from others' experience posted on this forum, it will be a struggle. Plus I am not cancelling, I can walk/cycle to the boatyard if I have to! Section 9 "Cancellations or changes by the boat operator or service provider". This looks like the relevant section but the last sentence: "We will explain what has happened and let you know about the cancellation or change. However, we will have no further liability to you." Really?! Section B details refund and compensation in the case of service provider cancellation but only where the booking included Eurostar travel - this does not apply to my booking. If I have to apply for chargeback (debit card) I am aware time will be short so I want to be prepared. The holiday is fully paid 10 weeks in advance, there is a 120 time limit for chargeback, this leaves 50 days but from experience there will be little time after notices, postal delays (they don't answer emails) and getting my bank to send the claim form (they are slow too) etc. ~S

I fully paid off my Egg loan in January 2011 but I still received a letter last week from Egg about my loan being transfered to Britannica Recoveries. Egg state it is in case I require any information on my old loan... but at first sight, transfer to a recovery agency doesn't look good. Yes, it appears Egg are selling all their loan business. Here is the full text of their letter: June 2011 Loan Account No. xxxxxxxx Important news from Egg Banking plc concerning your previous Egg Loan Dear xxxxxxxx We want to give you some important news regarding the Egg Loan you previously held. Following recent discussions, the Egg Loan business will be transferred from Egg Banking plc to Britannica Recoveries S.à r.l acting in the name of and on behalf of its compartment Moorgate (Britannica-Moorgate) and will be serviced by Moorgate Loan Servicing Ltd. This transfer will take place on 11th July 2011. We appreciate that you have now fully paid off your Egg Loan, but as a result of the transfer, Britannica - Moorgate will replace Egg as the data controller for the purposes of the Data Protection Act 1998 from 11th July 2011. What happens next Should you in future require any information on the loan you previously held with Egg you should now contact Moorgate Loan Servicing Ltd. Your sincerely [signed] [probably a ficticious name] Head of Loan Products Egg Banking plc Btw I successsfully claimed the PPI about 2 years ago - so I've no need to contact Egg or their successor about this loan ever again.