Unexpected Charges and Communication Challenges After Husband’s Passing
Following the sudden death of my husband, I was shocked to find out he had been paying £171 monthly for our EE broadband and TV services. Initially, EE proposed a reduced monthly rate of £44.99 over the phone.
Misdirected and Conflicting Correspondence
Shortly after, I received two letters on consecutive days, both inappropriately addressed to my deceased husband. The first letter demanded a termination fee of £1,007 to end the contract, while the second letter cited a different termination fee of £520, additionally noting that the contract could be transferred if he relocated.
Series of Unmet Promises
Numerous phone calls to various EE departments—including bereavement, value, life events, loyalty, and connections—resulted in a series of promises that were never realized. The first representative offered a new deal at £56.99, contingent on a service interruption. The next representative, hinting at limitations due to being part of BT, managed to offer a £60 credit. Another agent expressed frustration with being unable to help, while yet another convinced me to pay £112.63 to resolve the issue, only to find out later that the system blocked the more affordable deal.
Though the agents were sympathetic and attempted to assist, they repeatedly blamed “the system” for their inability to meet my needs—a surprising limitation for a company specializing in communications.
SP, Norwich
It appeared that “the system” was inflexible, insisting on either maintaining the account under my late husband’s name or starting a new contract entirely, thus triggering the early termination fees.
However, change came rapidly after the issues were escalated. A customer service manager contacted me within two hours of the complaint being raised, quickly setting up the originally promised £44.99 monthly deal. They also refunded the additional fees I had incurred and generously added a month’s credit to my account as a gesture of goodwill.
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