A grieving widow has spoken out after EE refused to let her exit a costly broadband and TV deal following her husband's death. The woman, who wishes to remain anonymous, was told that she could not terminate the contract without paying hefty early exit fees, despite explaining that her husband, the primary account holder, had passed away.
EE's policy requires that a surviving spouse must take over the contract or pay to cancel it. The widow described the experience as "heartless," especially while she was still mourning. Consumer advocates are calling for telecom companies to show more compassion and flexibility in such circumstances.
The Guardian's consumer rights team has intervened, and EE has now agreed to waive the fees and close the account. However, the incident highlights a broader issue: many telecom providers lack clear policies for bereavement, leaving grieving families to navigate bureaucratic hurdles.