‘EE charged me more than £500 for a phone I don’t use’

'EE charged me more than £500 for a phone I don't use'

While checking a little-used bank account I discovered that I have been paying a monthly direct debit of £12 to T Mobile on a contract phone that I’m sure I cancelled years ago.

When I telephoned to make enquiries, they told me that the phone had not been used for years but that the system showed no information to suggest it had been cancelled. They also said that, although they had not sent any bills via post or email during that period, they had provided the service even if I hadn’t used it.

When I told the customer service representative I felt it was unfair and unreasonable that I’d been paying for a service I’d not been using, she offered to refund the last year’s bill of £156, but would do no more.

RM, Suffolk

Your original two-year mobile phone contract was taken out in 2013 with T Mobile, which has since been taken over by EE. The firm says it found no record of you requesting for the account to be closed, so your regular monthly payments have continued since 2015, when your initial contract ended.

Further to my involvement, EE offered an extra refund on top of the £156.48 you had already received, to take the total refund to £500. This equates to payments backdated to 2015.

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