I received a confirmation of an order to replace a lost phone,

diatonic2 — Fri, 05 Feb 2021 16:13:25 GMT

I received an e mail confirming an order I have placed to replace lost phone number xkoxxxxxxxxx , I have waited a week for this to be delivered so contacted customer services who say that they cannot trace this order, find this strange, however to compound my woes when I reported my loss and gave my mobile number to the services an operator assured me that a new SIM card would be sent to me with the same number on it as previously to avoid having to set up new contact list. To my further disquiet my receipt e mail stated that an text would be sent me when the order was being dispatched, which presented an " unforeseen " problem , namely I had lost my phone, so I could not receive a text message.

However when I contacted customer services with my enquiry they could not say if I definitely had been charged for my order so I had to check if I had been charged, so I had to check my bank account myself just to verify this, fortunately I haven't been charged.

To conclude this unfortunate episode has shaken my confidence in the ability of E.E to deal with situations like this and as I have quite a small balance left on my Top Up card I will have to consider if I am going to continue using them as a service provider.

I am happy to concede that the EE personnel I have spoken to have been polite and seemingly caring , but there seems to be some disconnection between what I was told and has actually transpired.

[mod edit: please do not post order numbers on the public board. Thanks!]

Re: I received a confirmation of an order to replace a lost phone,

Jon_K — Fri, 05 Feb 2021 16:28:23 GMT

Hi @diatonic2.

Welcome to the community.

I'm sorry to hear that this has happened.

If you'd like to discuss another order, I'd recommend speaking with our Customer Care team directly.

Hopefully they can help you with this.

Jon

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I received a confirmation of an order to replace a lost phone,

Re: I received a confirmation of an order to replace a lost phone,