EE shops offer cheap deals, but it seemingly did not do the same after a reader's husband died. The reader, SP from Norwich, discovered after her husband's sudden death that he had been paying £171 a month for their EE broadband and TV contract. EE initially offered her a monthly deal at £44.99 on the phone.
There followed two letters, one day apart, cheerily addressed to her late husband. The first stated that he would have to pay £1,007 to terminate his contract; the second giving a termination fee of £520. The letters told him he could take the contract with him when he moved house.
Since then, multiple calls to departments titled bereavement, value, life events, loyalty and connections have elicited multiple unfulfilled promises. The first agent offered a deal for £56.99 if she had a gap in service. The second agent said, “if this was BT (which owns EE) I could do it” and gave her £60 credit. A third said “I’m stuck”. And a fourth persuaded her to pay £112.63 to enable him to sort things out, then discovered the system wouldn’t allow the cheaper deal.
The agents have been kind and helpful but say “the system” won’t let them do what they need to. And this from a communications company.
It seems that “the system” would not allow the account to be changed to her sole name and insisted on a new contract. Hence the early termination charges. A customer service manager called her less than two hours after the issue was flagged to the media. It immediately managed to put her on the £44.99 deal, refund the extra charges she incurred in the meantime, and added a month’s credit as goodwill.
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