EE customers being sent text which could save them £100s after error
EE customers are receiving text messages saying they can cancel their mobile phone contract "without charge" after the telecoms giant failed to provide them with documents for their phone deal.
The customers were not provided with a "Contract Summary and Pre-Contract Information" as required by rules set out by industry regulator Ofcom. One EE user has said they've also been allowed to keep their phone without paying an early termination fee of £600 - allowing them to switch to a cheaper SIM-only deal.
The text message being sent by EE reads: "Hi XX, when you purchased with us on XX/XX/2022, we were unable to supply your Contract Summary & Pre-Contract Information documents. This was due to an issue on our side. These documents include details about your purchased product, plan, and other relevant information.
"Don't worry, we're not making any changes to your contract and this doesn't impact your current service. If you'd like to request a copy of the documents, please fill in a quick form, found here. We'll then be in touch. As this was our error, you can cancel without any charge, just call 150, choosing the option for the Upgrades or Retentions teams. Please aim to call us within 30 days."
The EE customer who said they've been allowed to keep their device posted in the Extreme Couponing and Bargains UK Facebook group to share the savings they have made. The person was originally paying £63 a month for their iPhone with 100GB of data.
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However, after receiving the text, they called EE and cancelled their deal without having to pay the £600 termination fee. They claim they were then allowed to keep their handset and signed up for a SIM-only contract with 250GB of data per month costing only £17.50 a month.
The post read: "If anyone else received this text from EE make sure you phone them up and say you want to cancel. I’ve just terminated my contract for my iPhone free of charge, I get to keep the handset without paying a £600 early termination fee and I’ve just gone to a SIM only deal - 250GB per month for £17.50 a month. Was paying £63 for the handset and 100GB.
"Certainly worth calling them up if you’ve received this, turns out a lot of people have been affected by errors on their system. The lady I spoke to had no issues at all when I said I want to cancel and keep my handset free of charge."
We've asked BT Group, which owns EE, how many customers have been affected and if they're all being allowed to keep their handset as standard. It comes after Ofcom launched an investigation into EE as it was found to have breached industry rules.
Since June 2017, telecom providers have been required to give customers contact information and a short, usually one page, summary of the main contract terms before signing up. The summary must include key information about the price, length of the contract and the terms and conditions if a customer decides to end their contract early.
In January, Ofcom announced that it was now looking into the BT Group as a whole because of the suspected breaches at both its subsidiary companies, EE and Plusnet. The investigation into EE has now closed but Ofcom will be merging this investigation with the one into BT. If found to have broken the rules, BT could be fined by Ofcom and asked to change its practices.
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