EE has faced criticism for its handling of a broadband and TV contract following the death of a customer's spouse. The provider allegedly continued to address correspondence to the deceased and threatened penalties for contract termination.
Widow's Ordeal
The widow, who wrote to the Guardian, explained that after her husband's sudden death, she discovered he had been paying £171 per month for an EE broadband and TV package. Initially, EE offered her a reduced deal of £44.99 per month over the phone.
However, she then received two letters, both addressed to her late husband. The first stated he would need to pay £1,007 to terminate the contract, while the second reduced the fee to £520. The letters also informed him that he could take the contract with him if he moved house.
Subsequent calls to various departments—including bereavement, value, life events, loyalty, and connections—resulted in multiple unfulfilled promises. The first agent offered a deal at £56.99 if she had a gap in service. A second agent mentioned that if the contract were with BT (which owns EE), they could help, and provided a £60 credit. A third agent admitted being stuck. A fourth agent persuaded her to pay £112.63 to resolve the issue, only to discover the system would not allow the cheaper deal.
The widow noted that while the agents were kind and helpful, they claimed the system prevented them from making necessary changes.
Resolution and Reaction
After the Guardian intervened, EE contacted the customer, refunded the extra charges, and provided a month's credit. However, readers expressed outrage. One commented, "Wow. £44 for the 'inconvenience'. So that's what the disrespectful, crass treatment, hours of lost time, and immense distress at the worst possible time is worth? Something needs to change." Another added, "These companies lack basic ability to deal with a fundamental fact of life: death. Changing or cancelling contracts after a death should be made as easy, painless, and simple as possible for the bereaved. It rarely is, and that's a disgrace."
