I’m a long time customer of EE but I’m incredibly disappointed. On January 11, I picked up an offer to upgrade my iPhone 12 to an iPhone 14 Plus on EE’s website.

The original cost was £63 per month over two years reduced to £50.40 when it was sold. Once I entered my order they then offered to take my current iPhone 12 in exchange which reduced my monthly outgoings to £40.80 per month.

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to them several times and they gave a series of excuses from their website not working properly so that the deal was no longer valid.

They continued to charge me for my old contract which is around £71 per month including add-ons even though the 24 month period has expired. What can I do?
LD, by e-mail

Grace says:
It was understandably a frustrating situation and EE certainly didn’t go out of their way to help you resolve it.

After noticing that your 24 month phone contract was expiring with EE, you went online to upgrade your phone. By sticking to iPhones, you realized you could upgrade your iPhone 12 to a 14 Plus for less than what you were paying in your current contract – which is around £71 when add-ons are included.

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

As far as you were concerned, that was the end of the deal and the phone would be sent to your home within days.

But after not receiving a confirmation email the next day, you phoned them to be told that the deal had been done and therefore your order had not gone through.

You reminded EE that he took your money and as such had to honor the deal.

You’ve had many conversations since then and each time you’ve been told that they no longer offer this offer, a rep also said at some point that there was a problem with the website and that the offer should not have been displayed.

More than Invoices

EE continued to charge you £63 per month on your old contract which expired in December, which frustrates you. However, it should be noted that until you cancel it, even if the 24 months are up, the companies will still charge.

You requested a deadlock letter which is necessary to take your case to Communications Ombudsmanwho helps to resolve disputes, but has not received it yet.

To add to the frustration, your wife also ordered a new, trade-free iPhone 14 at the same time – a deal that was honored and has now been delivered.

Seeing you believe you had signed a binding contract, plus EE had actively taken money from your account, I decided to contact the company to ask why they were no longer honoring it. I provided the screenshots of the deal you saw along with the £50 that was taken from your bank account.

Fortunately, the phone company listened to reason and said they would get you to the agreement you signed.

A spokesperson for EE said: ‘We are very sorry for Mr D’s experience while upgrading his mobile. We reach out to Larry to honor the upgrade deal which he considered a goodwill gesture. »

I’m glad EE saw the common sense and backed up 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 have 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 November 14 this year. We chose Mexico so both parties could get to the wedding fairly easily.

We booked everything in the Tui shop. We weren’t able to book the hotel for the wedding venue and had to do it directly, but it was the same hotel we were staying at.

Since the reservation, there has been a family problem which has been very expensive and which continues. For this reason, we are not going ahead with marriage in Mexico.

I told Tui about it less than a month after we booked – and another year before the trip. He told us that if we wanted to cancel we would forfeit our £4000 deposit (£250 x 16 people).

It’s a very stressful time and it doesn’t help. Can we get our deposit back?
comics, by e-mail

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

You contacted Tui but he didn’t move. The Exceptions Department has also reviewed this case and will not waive the deposit fees. You tried asking 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 individually, even though you and your partner paid the money. So you would only be entitled to £1,000 of the deposit money, less an administration fee which they wouldn’t waive either.

It’s clearly a better option than losing everything, but not by 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 that money and that adds to the stress you already face.

A TUI travel company Boeing 787 taxis near the north runway of Gatwick Airport in Crawley, Britain August 25, 2021. REUTERS/Peter Nicholls
Tui said he would not refund a £4,000 deposit after a destination wedding was canceled (REUTERS/Peter Nicholls)

This case centers on the fact that you only paid half the deposit (£2,000) which has limited your options. If you had paid the full amount, then each individual guest could change your reservation for a different day – although you don’t know what date you will do the wedding now, so you don’t like this option.

I contacted Tui to see if there was another option. However, the company declined, but said once they received the rest of the deposit (a further £2,000) changes could be made.

He added that once the deposit is received he can split the original bookings into separate bookings for those who still wish transfer their depositsmeaning customers can use their £250 deposit for other holidays.

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

A Tui spokesperson said, “We are truly sorry to learn of the customer’s situation, and have been in communication with them to do our best to achieve a resolution.

“As Mr B only paid a small deposit for his booking, as part of our terms and conditions, we have informed the client that the balance of the deposit must be paid in full before any changes or cancellations can be made. be brought to the reservation. ”

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

Do you have a reader query, concern or question? Contact: grace.gausden@inews.co.uk

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