Update by user May 28, 2015
I EVENTUALLY, after much of my time spent on this, contacting the Director (listed at Companies House) and also another Manager - letter of APOLOGY FOR MIS-SELLING! If I hadn't 'persisted' with the correct complaints procedure, I will still be a lot of money 'out of pocket'!
Original review posted by user Jul 07, 2014
EE for mobile use: (formerly Orange) Watch out for their SCAMS / ‘rip off’! GO ELSEWHERE Do NOT use. I will NOT be renewing my contract with them. EE = ‘Everything Everywhere’. I was called by someone allegedly from EE informing me that, as I ‘had been going over my amount on phone calls, and that for an extra £9.99 per month on a 1 year contract would benefit me (a SEPARATE contract to the one I am already on with EE, which expires 13th December 2014 – paying over £35 per month on direct debit already!). I was unable to ascertain exactly where this call was coming from. My Samsung Galaxy s3 mini does NOT show up ‘missed call numbers’ I am not familiar with!! This appeared ‘at a glance’ to be an 020 7 no. (central London) This SEPARATE contract from existing one with Orange which give me from EE 4G (we can’t even get this in my area! I have since checked online) and 1,000 free minutes’ talk time. I do not, on reflection, need these 1,000 free minutes!! I have a landline with BT and can make free UK calls for an hour if I want to! I very rarely get ‘caught out’ and usually don’t ever, as a norm, answer my mobile – Samsung Galaxy mini s3 – if a number shows up that I don’t recognise. However, I was ill at the time – hence (so they think!) an ‘easy target’! Better now – ‘fighting this’. The most ‘charming man’, a ‘Tyrell’ talked me into agreeing verbally with written contract to follow. I agreed on the proviso this SIM card package would be posted out to me that day, Friday, 27th June! (This was NOT done! See following). I then got put on to a lady – forget the name – who then ‘rattled off from a script that were virtually unintelligible to hear’ prior to our terminating the call. ‘Got you’, she probably thought! I considered all this most carefully and was/am most angry that as a ‘loyal customer’, or so they said, should be treated / conned / possibly scammed like this. At the very least, if not an actual ‘scam’ – a blatant case of mis-selling. I duly phoned Citizens Advice (their no. is 0844 11* 444 – England – different one for Wales). Citizens Advice now state they need to raise revenues at 5p. per minute calling them – possibly quite understandable; they do good work. I do admit to ‘cheating the system’ somewhat by checking on the website ‘SayNoto0870’ – which I have used on many occasions to call the bank, etc. etc. (British only I think). Maybe someone in the USA ought to set up a similar site, if not done so already. Re. Citizens Advice – as they do, in my opinion, do a very good job, I would use their 5p. per min. 0844 line in future – ideally if any query is less complicated. I ‘digress’! Citizens Advice explained everything very carefully, stating that what EE are doing here is not actually illegal – but agreed not ‘good practice’ and at the time I had no address, details, etc. of the actual caller/representative – complete with essential postal address. The lady I spoke to did immediately pass this on to Trading Standards. At the time I had not had receipt of what is legally termed the ‘durable medium’: in my case SIM card. (this could be a new phone). EE actually advised me to ‘refuse delivery. However, Citizens Advice rightly told me I would need to accept the package, with accompanying letter, showing the address! The Citizens Advice Advisor also gave me their link – they have a lot of ‘standard letters’ which is very helpful. The one in question was the one relating to ICAK regulations Consumer Contracts (Information Cancellation & Additional Charges Regulations 2013). This is, I understand, a recent law updated/enacted on 13th June 2014 – by EU directive. This concerns distance selling – giving the customer 14 days (not 7) within which to cancel contract following RECEIPT of item. I then, at last, (had been leaving notes/waiting in for a courier!!!) received an envelope along with the rest of post, having been sent via our standard Royal Mail. On the envelope was marked ‘in the event of non-delivery please return to’ (NOT EE) BUT a Swiss logistics company!!at a UK address!: ‘Kuehne & Nagel Logistics Ltd, Standing Way, Brinklow, Milton Keynes, Buckinghamshire, MK10 0AA I decided this could be an odd ‘delaying tactic’, double checked the accompanying letter, then returned this with package by RECORDED DELIVERY at just over £2 to the Sales Dept., EE, in Sunderland, Tyne & Wear – as per the letter! At the end of my accompanying letter to EE I did add my own comments and, importantly, as per Citizens Advice standard letter: ‘I expect to receive written confirmation from you that my correspondence has been received and that the contract is to be cancelled’! I quoted both my existing contract no. and the ‘new one’ I didn’t want; also the Citizens Advice ref. no.!! (I also contacted my Bank, HSBC – spoke to an English lady at office In Malta!) to ensure nothing is taken from my account - also checking on ‘sayNo to 0870’! http://www.saynoto0870.com/ ) HSBC: Tel No.: 0845 740 **** (on my BT system we can call these numbers free!) This efficient-sounding lady was happy to cancel on my verbal instruction, as I had given all my security details on the system; I do not need to write a letter to my branch. Advised me, as a precaution, to also contact ‘Customer Services, EE – which I will do in writing as NOT bothering to take the time to CALL them at this time – ‘in case they EE try in some way to access my card details’!!! P.S. following my call (which took almost an hour!!) to EE (Orange) on 150, I managed to get the lady to text me a LANDLINE – which is NOT available on their site! (it’s simply often difficult to hear properly on the mobile – with all their background noise too!) You could try to use your landline to call: 0844 873 **** – however, tried this - ‘facility not available on this no.’! Update: the letter received on 3rd July from yet another UK address: EE, Trident Place, Mosquito Way, Hatfield, Hertfordshire, AL10 9BW, informing me my ‘Direct Debit has been set up’!! I also ‘posted’ to EE on Facebook! Advisor said ‘they would not respond to a letter’! However, on letter from EE dated 1.7.2014 it states ‘you can cancel a Direct Debit at any time by writing to your Bank of (sic) Building Society. Please also send a copy of your letter to us’! As stated above, Bank, told me ‘do not need a letter – Direct Debit IS cancelled’. Suggested I still call EE to make sure they do NOT have access to my a/c and attempt to take payment out anyway. Tried Sunday, 6/7/2014. More ‘hanging on’ – yet more TIME on this. However, eventually got through to a very sympathetic man, ‘D’, at a Darlington EE office, who told me it was clearly noted that a ‘Juliana’ had attempted to sell me an extra phone!!! He was – informally - of the opinion that they should not have done this – probably someone after ‘commission’ – one of their ‘approved representatives’. Told me ‘all in order’ now in that I can simply await letter from Head Office as confirmation and that he could see from my records on his screen that the contract is, indeed, cancelled. I now await to hear from EE confirming that my contract HAS been cancelled. Hopefully, I may have ‘kicked them into touch’ as I had quoted Citizens Advice ref. no. and also a note that correspondence was being copied in preparation for contact OFCOM, should the need arise. ‘D’, as above, did tell me what I knew – existing ‘Orange’ contract due to end 13th December 2014, but that I can contact them about this on 29th October. I have to ‘wonder’ if they will try & ‘retain me as a customer’ but it would have to be a very good deal indeed to tempt me to stay with this company. I am looking into services, costs, etc. of other companies, with whom I would be able to get a good reception in the rather isolated rural area in which I now live. If the above seems very 'laboured' & lengthy, this is how the whole experience has left me feeling. Will keep post updated in due course.