EE won’t honour new mobile phone deal even though I have paid and signed contract


I am a long term customer of EE but have been incredibly disappointed. On January 11, I chose an offer to upgrade my iPhone 12 to an iPhone 14 Plus on the EE website.

The initial cost was £63 a month for two years, reduced to £50.40 on sale. After I entered my order they offered to trade in my current iPhone 12 and this reduced my monthly spend to £40.80 per month.

I was happy with this and went ahead with the order, paying £50 upfront as part of the deal. I received no communication and the next day I called and was told EE could not do that deal despite the fact that I had already paid.
I have spoken to them several times and they have issued a range of excuses from their website not working properly to the deal no longer being valid.

They have continued to charge me for my old deal which works out to around £71 per month including add-ons even though the 24 month period has passed. What can I do?
L.D., via email

Grace says:
This was understandably a frustrating situation and EE certainly didn’t go out of its way to help you fix it.

After noticing that your 24-month phone contract with EE was about to end, you went online to upgrade your phone. Sticking to iPhones, you realized you could update your iPhone 12 to a 14 Plus for cheaper than you paid on your current contract – which is around £71 if add-ons are included.

You were pleasantly surprised to see the monthly cost of £63 reduced even further to £50.40 in a sale and to £40.80 when you traded in your old phone, paying the £50 up front straight away.

As far as you were concerned, that was the end of it and the phone would be delivered to your home within a few days.

But after not receiving an email confirmation the next day, you called them only to be told the deal had been closed and your order as such had not gone through.

You reminded EE that it had taken your money and as such should honor the deal.

You’ve had countless calls since then and each time you’ve been told they’re not offering that deal anymore, with a rep also saying at one point that there was a problem with the website and the deal shouldn’t have appeared.

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EE has continued to charge you £63 a month for your old contract which expired in December which you are frustrated about. However, it should be noted that until you cancel, even if the 24 months are up, companies will continue to charge.

You have requested one deadlock letter needed to get your case to the Communications Ombudsmanwhich helps resolve disputes, but has yet to receive it.

To add to the frustration, your wife also ordered a new iPhone 14 at the same time, with no trade-in, a deal that was honored and has now been delivered.

Seeing that you believed you had signed a binding contract, plus EE had actively withdrawn funds from your account, I decided to contact the company to ask why it was no longer honoring it. I’ve provided the screenshots of the deal you saw, as well as the £50 debited from your bank account.

Fortunately, the phone company listened to reason and said it would take you to the deal you signed up for.

An EE spokesperson said: “We are deeply sorry for Mr D’s experience while upgrading his mobile phone. We are reaching out to Larry to fulfill the upgrade deal he saw as a gesture of goodwill.”

I’m glad EE saw the sense and kept the deal – although I’m sure you’re still not too impressed with the company.

‘Tui won’t return my £4,000 deposit’

My partner is Canadian and we decided to get married in Mexico. We booked the hotel and flights for 16 people with Tui last October and the plan was to leave for the wedding on the 14th November this year. We chose Mexico so that both parties could get to the wedding with relative ease.

We booked it all in the Tui store. We were unable to book the hotel for the wedding venue and had to do this directly, but it was the same hotel we were staying at.

Since the booking there has been a family issue which has been very costly and is ongoing. Because of this, we are not going ahead with the wedding in Mexico.

I spoke to Tui about this less than a month after we booked – and still a year before the trip. We were told if we wanted to cancel we would lose our £4,000 deposit (£250 x 16 people).

This is a very stressful time and this is not helping. Can we get our deposit back?
DB, via email

Grace says: Your family is going through a stressful and expensive time. You told me and Tui what’s going on, but you don’t want it published. But everything happened after you booked your wedding with your long-term partner in a hotel in Mexico.

You contacted Tui, but it didn’t work. The exceptions department has also reviewed this case and will not waive the deposit. You were trying to ask for alternatives, to see if the deposit could be transferred to a booking for the two of you and your two children.

However, Tui said the deposits are all tied to the 16 guests separately, even though you and your partner paid the money. So you would only be entitled to £1,000 of the deposit money less an administrative fee which they would not waive either.

This is clearly a better option than losing everything, but not much. You are angry with Tui, especially since you are loyal customers who have traveled with them several times in the past year. You add that you can’t afford to lose this money and it adds to the stress you’re already dealing with.

Tui has said it will not refund a £4,000 deposit after a destination wedding is canceled (REUTERS/Peter Nicholls)

This case revolves around the fact that you have only paid half of the deposit (€ 2,000), which limits your options. If you had paid the full amount each individual guest could change their booking for another day – although now you don’t know what date you’re going to have the wedding on, so you’re not keen on that.

I contacted Tui to see if there was another option. However, the company declined, saying once it received the remainder of the deposit (an additional £2,000) changes could be made.

Once the deposit is received it can split the original bookings into separate bookings for those who still want to transfer their creditsmeaning guests can use their £250 deposit towards another holiday.

However, you said you didn’t think it was fair for guests to pay their own security deposit.

A Tui spokesperson said: “We are really sorry to hear about the customer’s circumstances and we have been communicating with them to do our best to reach a resolution.

“As Mr B has only made a low deposit for their booking, as part of our terms and conditions we have advised the customer that the balance of the deposit must be paid in full before any changes or cancellations can be made to the booking.”

“I’m sorry this wasn’t the result you were looking for, but I hope you can use one of the options above so you don’t lose the full £4,000.”

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