topic Re: Complaints in Mobile Services

Complaints

Lion13 — Mon, 05 Sep 2022 16:19:39 GMT

I want some one to contact me regarding a complaint after being told I didn’t take insurance out with yourself yet I did

Re: Complaints

XRaySpeX — Mon, 05 Sep 2022 16:22:11 GMT

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

Re: Complaints

Chris_B — Mon, 05 Sep 2022 18:13:15 GMT

@Lion13 If you look at your online account under add ons does it say you have insurance?

Re: Complaints

Lion13 — Mon, 05 Sep 2022 20:46:08 GMT

It was on my last contract I have taken another one out now and I took the insurance out over the phone in 2020 when we had another company they used. I told the lady I always pay for the insurance they offer you she said I had none but I do. As Iv just found the payments.

Thanks

Sent from my iPhone

Re: Complaints

James_B — Tue, 06 Sep 2022 07:13:24 GMT

Hi @Lion13,

Welcome back to the community. 🙂

Did you request insurance when you upgraded? It doesn't carry over automatically.

James

Re: Complaints

Lion13 — Tue, 06 Sep 2022 07:52:08 GMT

Yes Iv got insurance I always take it out my phone broke I contacted ee to get my phone fixed and they said I didn’t have insurance I told the lady I always pay for insurance and Iv just found my later and the insurance that they took out for me Iv never done it off my own back 2 years ago it wasn’t ee that did the insurance it was another company they sorted it through but was taken out with my policy through there system so would be on my details.

Sent from my iPhone

Re: Complaints

James_B — Tue, 06 Sep 2022 07:54:51 GMT

Hi @Lion13,

Have you insured your device with a third party, rather than direct with EE?

Do you have an insurance payment on your EE bill breakdown?

James

Re: Complaints

Lion13 — Tue, 06 Sep 2022 07:58:08 GMT

Iv not taken insurance out personally they took the insurance out for me.
This is for my last contract phone as I had to early upgrade due to a damaged device they said was not insured.

Sent from my iPhone

Re: Complaints

James_B — Tue, 06 Sep 2022 08:00:24 GMT

Hi @Lion13,

If you took insurance with EE, it would have been cancelled when you upgraded to a new phone unless you requested insurance when upgrading.

James

Re: Complaints

Lion13 — Tue, 06 Sep 2022 08:07:08 GMT

I’m paying for insurance for my old phone still the phone that was taken out with them

I have a new insurance for my new phone as like I say I always take cover as they are damage easy

Sent from my iPhone

Re: Complaints

James_B — Tue, 06 Sep 2022 08:10:20 GMT

Hi @Lion13,

Sorry, I'm not sure I understand the issue. Did you take out a second contract, rather than upgrade?

Are you paying your insurance premium to EE or another company?

James

Re: Complaints

Lion13 — Tue, 06 Sep 2022 08:32:08 GMT

Iv had to upgraded

Sent from my iPhone

Re: Complaints

James_B — Tue, 06 Sep 2022 08:36:57 GMT

Hi @Lion13,

When you upgraded, your insurance policy for your old phone (If your insurance was with EE) would have been cancelled.

James

Re: Complaints

Lion13 — Tue, 06 Sep 2022 08:54:08 GMT

Iv been with ee for years I know how it all works Iv always had insurance through them any issues you call them to sort it out. But last time they said they had to give me insurance through a different company they didn’t do insurance but was still done through them I e any issues you call them Iv never taken insurance out for a phone personally. All done through ee when when they told me I didn’t have insurance I thought it was strange.

Sent from my iPhone

Re: Complaints

James_B — Tue, 06 Sep 2022 09:32:51 GMT

Hi @Lion13,

What was the name of the insurer?

Were you ever charged by another company?

Was an insurance premium added to your EE bill?

James