Sent a different replacement phone

[Hadisinho]

Hi all,

So I lost my iPhone 14 Pro Max 256GB on EE. I phoned the insurance team to make a claim since I got insurance with them of which it was successful. Only to find out after getting an email that the device being sent is a different colour to mine and only has 128GB storage which is now enough for my needs. My question is can I ask them to send me one with the same storage as my lost one or do I have no choice but to accept this one ? 

[Leanne_T]

Hi @Hadisinho 

Thanks for coming here. 

Did you order the lost iPhone from us originally? 

Was the iPhone exchanged or returned for another model at anytime? 

Leanne. 

[Hadisinho]

I did order it from EE originally yes as it’s on contract. The replacement is to be sent out today but I don’t want it as it’s not the same storage wise as the one I lost hence doesn’t fit my needs

[Leanne_T]

Hi @Hadisinho 

Please get in touch with our mobile care team by calling 07953 966 150, from any phone and the team will get this looked into for you. 

Leanne.