EE mis-sold us the contract, what can we do?

[michaelshang]

Really appreciate your suggestions on how we can take it forward, many thanks.

 

We signed a 24 months contract with EE as a small business customer (we are also running a charity) a month ago. As we do international calls and travel a lot, we were suggested to get on the 24 months roaming contract. My colleague and I both spoke to the sales guy. We asked questions about making international calls and making calls while travelling (US, China, South Africa etc), we were promised the roaming contract's unlimited minutes covers it all (it actually covers more than 30 countries I believe). Then I asked him to confirm that there won't be extra cost to the minutes we use unless we call other countries not specified in their list, he confirmed that too. (he then sent me an email to confirm the terms), please see part of the email quoted below:

 

"As promised I have detailed below the offer we discussed

 

24 month contracts

 

4 lines

 

Unlimited UK calls to mobiles and landlines

Unlimited UK texts

4GB UK internet allowance per user

 

• the Unlimited minutes and texts can be used in the following countries:

 

Austria,Belgium,Bulgaria,Croatia,Cyprus,Czech Republic,Denmark,Estonia,Finland,France,Germany,Gibraltar,Greece,Guadaloupe,Guernsey,Hungary,Iceland,Isle of Man,Italy,Jersey,Latvia,Lithuania,Luxembourg,Malta,Netherlands,Norway,Poland,Portugal,Romania,Slovakia,Slovenia,Spain,Sweden,Switzerland,Reunion Isles,French Guiana,Monaco,Liechtenstein,San Marino,Azores,Canary Isles,Madeira,Martinique,Vatican

 

Armenia,Australia,China,Hong Kong,Israel,Macau,Macedonia,Martinique,Turkey and USA"

 

 

We started using the new phones, making international calls as we intended to. A few days ago, we got a £1,600 bill, I thought it should be around £160. I immediately called EE, the lady who answered the phone treated me like an idiot. She told me word by word very slowly many times that we could only use the unlimited minutes and texts when we are travelling outside the UK. If you make international phone calls, that's chargeable. She couldn't do anything else to help me...

 

We felt that we were mis-sold the contract, we were given misleading information and EE should correct that and honour the contract.

 

Grateful for your suggestions.

 

Best regards,

 

Michael

[silverfox1961]

Hi and welcome to CAG

 

I think they have been very sneaky in their wording.

 

the Unlimited minutes and texts can be used in the following countries

 

They say 'in' but not 'to' from the UK. IF you were in the countries mentioned, I assume the minutes and texts would be fine.

 

They are my thoughts and I'm sure others will comment on the mis-sold bit

[michaelshang]

yes, we saw that yesterday as well. But, given what they promised on the phone and what they replied in the email. It's really misleading, hence the mis-sold.

[silverfox1961]

I wonder if they have a recording of the conversation. If so, ask them to listen to it and not to delete or edit it.

 

As you have been fobbed off by this woman, you could always try the boss.

 

[email protected]

[2Grumpy]

If they are being picky about language, it says UK calls to mobiles & landlines, not UK calls to UK landlines & mobiles ...