EE Broadband billing mess (possible mis-selling?

A question about : EE Broadband billing mess (possible mis-selling?

Hi,

I renewed my contract with EE broadband in July last year. My previous broadband cost was 2.50/month and after much haggling they agreed to charge me 3 pound a month from July on a 12 month contract.

I paid the landline up front and the first bill I received in August was very confusing. It included some pro-rata figure as I'd paid just over 16 quid for July I believe as my contract had gone into a 13th month. Here is how it looked,

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From September to January this year, I seem to have received a new credit each month as my bill was consistently a minus figure.

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This continued until February when I suddenly received a bill for around 18 pounds

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Now whilst I understand that if you subtract all of these credits it might be possible to calculate a 3 pound/month cost of the broadband at the end of the contract but I feel as though this is not what I was originally sold.

I don't think it's reasonable to expect someone to pay 18.75/month even if you have credited money to their account in previous months (as a 'good will' gesture) throughout the contract. The 3 pound a month is something which someone has to budget for.

Thus, do you think I have a case against EE for misselling this contract? As they appear to have sold me something different and then applied 'good will' gestures to make up the difference, in an irregular pattern, over the length of the contract.

Best answers:

• Did you contact them on the previous bills to tell them you thought they had undercharged you?
  Most companies billing systems are made to bill the correct amount and then apply a discount to bring the price down to the agreed level. Whether this is called a discount, an offer, a good will gesture, or whatever is neither here nor there. If it has had to be done manually, for example with a non standard offer and an offset applied each bill cycle, then it could fluctuate. If it was that much of an issue I think you should have contacted them when you first noticed to prevent exactly this happening.
  You could call them and ask if they could reduce it a bit but I do feel you have to take some responsibility as you were happy to say nothing when it seemed to be in your favour. I'm sure if they had charged you Ј6 every month you would have said very quickly.
  I personally don't think you have a case for miss-selling, a complaint yes - after all we can rightly or wrongly complain about anything. And if you're happy to complain now, when there was an evident lack of honesty and integrity on your part when you thought it was in your favour, then they may give something. But it will appear on your bill as a good will gesture
• From what I can see, you have benefited from a "Line Rental Saver Goodwill" credit of Ј28 per month until recently. This may have arisen from some conversation you had with them, which led them to provide this particular goodwill gesture.
  If you feel that they made a mistake, then by all means inform them, and keep a record of that action, by means a note of the date and time of your phone call, and the name of the person you spoke to, or a copy of any e-mail which you sent, and their reply.
  Several years ago,in the days of Tiscali, I received a sudden unexpected refund to my account. Their computer had decided they had been charging me for a service which they had not provided. I had in fact been receiving that service, and was happy paying for it. I phoned customer service, made sure they understood that I considered they had refunded me in error. The customer service operator's script did not have a process to deal with this situation, and it took several months before my account finally reached a point where I had to pay them anything!