I’m currently going through a really upsetting experience with EE, due to my brother having been taken advantage of in Westfields White City store. My brother went into the store at White City with the intention ONLY to upgrade his phone. He was apparently dealt with by over-zealous staff who managed to mis-sell him items that he did not need and is not even able to use, because he’s not tech savvy at all and is not good with gadgets. He is bipolar and is now suffering an ‘episode’, due to the situation. He returned to the store several times over the following month, trying to resolve the matter by returning the gadgets he had been ‘sold’, including an expensive galaxy phone that they persuaded him to buy by getting him to digitally ‘sign’ a loan agreement on a tablet. He did NOT even know he was signing a loan agreement! They refused to help him during these subsequent visits and it’s taken several phone calls to arrange that I be allowed to handle the issue going forward, due to his being too distressed and unwell to deal with the matter, so I’m now authorised to speak on his behalf. Despite this I was not happy or satisfied with the first couple conversations I’ve had with EE complaints people. The first agent in the executive team agreed that in this case he be allowed to return one item that he’d been sold, telling me it was a “goodwill gesture”, but he would still be left with the rest of the stuff (which he is not even able to use)! I requested her to put the offer in writing to me to consider but she refused. Apparently I’m now left with the job of taking the matter to the financial services ombudsman and ofcom. I will contact trading standards and seek legal advice because no one should be treated so poorly. There won’t be any stone left unturned! I’m prepared to go to the media including the BBC watchdog program. Apparently there’s a lot of aggressive mis-selling in these stores because nothing is recorded, but it’s particularly outrageous when it’s done to vulnerable people! Please don’t use the stores because they are not nice people and their complaints handlers, customer service and store staff don’t really wish to help. I am not giving up though because my brother can’t use the stuff, he can’t afford the stuff and he has so obviously been taken advantage of! It’s so wrong!😩😢”