topic Re: Iphone 17 Pro FRAUD! in Apple Devices

Iphone 17 Pro FRAUD!

Abdul091 — Wed, 22 Oct 2025 05:39:36 GMT

I ordered an iPhone 17 Pro from EE on finance, but instead of receiving the phone, I was sent an Xbox controller battery pack. I reported this to EE straight away and provided all the evidence, including photos and tracking details, yet nothing has been resolved. EE’s supply chain team and DPD have been “investigating” for weeks with no outcome, and I’m still being charged for a phone I never received. I feel completely ignored and mistreated by EE — F

raud, as I’m paying for a product that was never delivered.

Re: Iphone 17 Pro FRAUD!

Abdul091 — Wed, 22 Oct 2025 05:51:20 GMT

Did you manage to get anywhere with your case? If yes, please share some guidance, as I’m facing a very similar issue. I ordered an iPhone from EE but received an Xbox controller battery pack instead. After 14 days, EE declined my claim, saying their investigation showed the device was included in the parcel when it left their warehouse — which clearly isn’t true. It was EE’s responsibility to ensure the correct item was delivered to me. This all happened through the DPD depot in Roche, Truro.

Re: Iphone 17 Pro FRAUD!

Christopher_G — Wed, 22 Oct 2025 07:05:48 GMT

Hi @Abdul091

Welcome to the community.

If you fill in our complaints form, a dedicated team will look into your case and make sure the correct processes have been followed. They'll give you a call to discuss it an log it against your account.

Please keep us updated with what happens.

Chris

Re: Iphone 17 Pro FRAUD!

Christopher_G — Wed, 22 Oct 2025 07:06:24 GMT

Hi @Abdul091

I've replied to your other post about this. Please take a look.

Thanks

Chris

Re: Iphone 17 Pro FRAUD!

Abdul091 — Wed, 22 Oct 2025 07:26:02 GMT

I raised a complaint through your helpline, which was said to be investigated for about 12 days and then escalated to the Executive Office. As a result, I received a final resolution letter stating the following:

“Thank you for your time on the phone today and previously regarding the delivery dispute from your recent online order.

I’m sorry that we have been unable to come to an agreement regarding your complaint.

What we’ve decided to do

We will not be offering any compensation or a replacement device in this instance.

How we made our decision

We understand how disappointing it must have been to receive an Xbox Controller Battery Pack instead of your iPhone. Our Channel Returns Team carefully reviewed your case and the photo evidence you provided. Based on their investigation, the delivery dispute has unfortunately been declined, as the device was recorded as being included in the parcel when it left our warehouse.

As the device was purchased via EE Finance, we recommend contacting their support team via eefinance.co.uk or 0330 027 1150.

At this stage, any previous offers are now withdrawn, and you won’t be able to accept them.

If you want to take your complaint further

You can provide full details of any legal claim to:

EE Consumer Legal

Floor 16, One Braham Street

London, E1 8EE.

If you have any questions, please contact the Electronics Team on 0800 079 0062.”

I also contacted EE Finance, but they were unable to assist, saying the purchase was under a short-term loan and therefore not covered by Section 75.

Importantly, despite repeated requests, no evidence of any investigation has been provided, and I have reason to believe that no proper investigation actually took place.

Given everything I’ve already been through — the lack of resolution, the stress, and the back-and-forth — I am extremely frustrated. Do you still want me to fill out the complaint form?

Re: Iphone 17 Pro FRAUD!

Abdul091 — Wed, 22 Oct 2025 07:29:28 GMT

“Thank you for your time on the phone today and previously regarding the delivery dispute from your recent online order.

I’m sorry that we have been unable to come to an agreement regarding your complaint.

What we’ve decided to do

We will not be offering any compensation or a replacement device in this instance.

How we made our decision

As the device was purchased via EE Finance, we recommend contacting their support team via eefinance.co.uk or 0330 027 1150.

At this stage, any previous offers are now withdrawn, and you won’t be able to accept them.

If you want to take your complaint further

You can provide full details of any legal claim to:

EE Consumer Legal

Floor 16, One Braham Street

London, E1 8EE.

If you have any questions, please contact the Electronics Team on 0800 079 0062.”

I also contacted EE Finance, but they were unable to assist, saying the purchase was under a short-term loan and therefore not covered by Section 75.

Importantly, despite repeated requests, no evidence of any investigation has been provided, and I have reason to believe that no proper investigation actually took place.

Given everything I’ve already been through — the lack of resolution, the stress, and the back-and-forth — I am extremely frustrated.

Re: Iphone 17 Pro FRAUD!

Abdul091 — Wed, 22 Oct 2025 07:49:08 GMT

have completely failed in your responsibility to deliver the device I paid for. From the moment my order was supposed to arrive, I have endured relentless stress, sleepless nights, and daily frustration trying to resolve this issue. I work night shifts and normally sleep during the day, but thanks to your constant calls and forcing me to make repeated calls back regarding this matter, I am unable to rest. I have spent countless hours chasing this, yet your company has consistently ignored the reality of the situation.

Since the delivery, I have suffered persistent headaches, ongoing mental strain, and now financial harm due to your refusal to provide the correct phone, compensate me, or even pause the agreement. Despite all the evidence I provided, no genuine investigation was conducted — I have received no proof that any proper investigation took place, and it appears this was completely fabricated.

It is outrageous and unacceptable that I am expected to pay for a phone I never received. Your treatment constitutes bullying, mismanagement, and outright scamming. I demand immediate resolution: either a replacement phone must be sent, or the finance agreement must be cancelled and all payments I have already made refunded without delay. You should reach out to your team and take responsibility for this. If you require any details from me, I will provide them, but if not, I will proceed with legal action without further notice.

If you continue to refuse accountability, I will take every legal step necessary to recover my losses and report your practices to the relevant authorities. Your current response is wholly inadequate, and I hold you fully responsible for the mental, physical, and financial harm your actions have caused.

Re: Iphone 17 Pro FRAUD!

Abdul091 — Wed, 22 Oct 2025 07:50:38 GMT

You have completely failed in your responsibility to deliver the device I paid for. From the moment my order was supposed to arrive, I have endured relentless stress, sleepless nights, and daily frustration trying to resolve this issue. I work night shifts and normally sleep during the day, but thanks to your constant calls and forcing me to make repeated calls back regarding this matter, I am unable to rest. I have spent countless hours chasing this, yet your company has consistently ignored the reality of the situation.

Re: Iphone 17 Pro FRAUD!

Thenhammer — Wed, 22 Oct 2025 08:23:20 GMT

Hi @Abdul091

sorry to hear about your issue as well.

There is definitely something wrong with EE and the way they deal with lost/tamper/wrong item issues.

we should have to be going to the financial ombudsman to get this issues resolved.

It adds extra stress on us as customers and financial harm.

We the amount of time I have spent putting together a case to give to both the financial ombudsman and the commutations ombudsman to complaint about the way they are treating customers is near 3 to 4 times the amount of time EE spend looking at a digital paper trail.

I do understand that devices that have been stolen and tampered with do need to go down an extra step and raise it with DPD.

i hope you get a solution to you issue soon.

Re: Iphone 17 Pro FRAUD!

Christopher_G — Wed, 22 Oct 2025 08:46:42 GMT

Thanks for providing a bit more information, @Abdul091. I'm really sorry to hear that you've had added stress and headaches because of this.

The EE Community is a peer to peer forum, and we do not have access to customer accounts. The Executive Complaints team that you've been in touch with are the highest level of escalation for complaints. I can only recommend following their advice, if you wish to take the complaint further.

Chris

Re: Iphone 17 Pro FRAUD!

Nomme92 — Fri, 12 Dec 2025 23:46:39 GMT

Absolutely there have been far too many incidents that I have seen and this has now been escalated to the financial ombudsman; as unfortunately EE have taken the wrong decision and advise there is nothing more than can do following an “investigation”.

In short, whilst no one has said it in these words, is has been insinuated that I am now accused of stealing the phone. Terrible customer service by EE and shame on them. I’ve been with EE for 12 years and had no end of devices with them with no problem at all. However, like so many I’ve read about, this doesn’t matter or have any impact to EE, their investigation that seems to only amount to checking weights of packages and a single photo at delivery of the address seems to give them what they believe to be enough proof to uphold a case. I say it seems to be because when I’ve challenged the complaints team to provide me the detail of investigation they either flat out refused to or have me very surface level answers and I honestly still do not know the full detail of their investigation other than what they have looked at doesn’t prove anything. In short, no care for the customer, no care that the customer who lost their phone is vulnerable and disabled… sickening.

Also as an ex-police officer, I find this insinuation outrageous.

EE, when this matter is resolved, I will be leaving your service across broadband phone and other devices and will never return; it’s terrible how you’re being with people and, worst still, you are defending people who are stealing from yourselves and your loyal customers. For the love of God spend the same energy on getting better protection in place in your supply chain.

Besides this the jokes in the thief because EE have- in my instruction- blocked the phone. So whoever stole it- be it DPD or EE- you’ve stolen my vulnerable wives now very expensive orange paperweight!

If anyone else experiences anything similar to this, get in touch and let’s expose this ludicrous scam! I bet that sadly more people will come forward with the same.

Re: Iphone 17 Pro FRAUD!

Nomme92 — Fri, 12 Dec 2025 23:49:23 GMT

With respect Christopher G your words are hollow and you offer no care or any actual solutions. You’re happy to allow loyal customers to suffer and your executive team are either afraid or resistant to help people… you should all be ashamed and there is going to be a reckoning on this.

Re: Iphone 17 Pro FRAUD!

Nomme92 — Fri, 12 Dec 2025 23:58:41 GMT

The hammer, I’ve had exactly the same thing happen, see below for the latest update but the abridged version. 2 new shiny iPhones meant to be delivered, only 1 received and, 1 just an old empty iPhone 15 pro max box in the bag. Complained straight away, lots of evidence and honesty, but I got nowhere. Now read the below:

There has been far too many incidents that I have seen and this has now been escalated to the financial ombudsman; as unfortunately EE have taken the wrong decision and advise there is nothing more than can do following an “investigation”.

Also as an ex-police officer, I find this insinuation outrageous.

If anyone else experiences anything similar to this, get in touch and let’s expose this ludicrous scam! I bet that sadly more people will come forward with the same.

Re: Iphone 17 Pro FRAUD!

Thenhammer — Sat, 13 Dec 2025 14:13:42 GMT

Thank you for you replay Nomme92

I’m really sorry to read this, but I just wanted to say you’re absolutely not alone — I’ve had almost the exact same thing happen.

Two brand-new iPhones due for delivery, only one phone actually arrived. The second “delivery” was literally an old, empty iPhone 16 Pro Max box inside the bag. Reported immediately, provided photos, delivery details, honesty from the outset — and despite all of that, EE’s so-called “investigation” went absolutely nowhere.

Like you, it felt very strongly insinuated that I was being accused of theft, without anyone ever saying it outright. The investigation seemed to amount to package weights and a single delivery photo, with no transparency and no willingness to explain how they reached their conclusion. Challenging this just resulted in vague, surface-level responses or outright refusal to provide detail.

I’ve also been a long-term customer with no previous issues, which apparently counts for nothing. It’s genuinely shocking how quickly loyalty, evidence, and basic common sense are ignored once something goes wrong in their supply chain.

The most frustrating part is that, as customers, we’re the ones left fighting to prove our innocence while EE appears to be protecting whoever is stealing these devices, rather than addressing the obvious weaknesses in their delivery process.

Like you, I’ve had the missing phone blocked — so all EE have really achieved is turning it into an expensive paperweight for whoever took it.

If EE are seeing this many identical stories, it’s hard to understand how they can keep denying there’s a systemic issue. I really hope the Financial Ombudsman escalation forces them to take this seriously, because the current approach is completely unacceptable.

Thanks for sharing your experience — it matters, and it helps others realise they’re not alone in this.

Re: Iphone 17 Pro FRAUD!

Nomme92 — Sat, 13 Dec 2025 19:18:54 GMT

@Thenhammer @Profile closed @Northerner

Thanks for your responses and I finally don’t feel alone but guess what, there is power in that!

My name is Shaun ****; formerly PC ***** of the West Midlands Police (PC and Trainee Detective) until an injury force a career change.

And I for one will not stand for this.

I can provide you my mobile phone number in direct messages, I’ll send to you each now. If you’re up for seeing what we can do collective about this and share notes on what has and has not been said let’s do that; if the Post Office Scandal has taught me anything it’s we are not alone in this… and company’s like EE have to realise they only have lots of money because of loyal customers. Message or text me or, let’s reach out direct and get some collective action going!

The truth is what fraudsters fear because you can’t lie your way out of a truthful situation!

Thanks,

Shaun

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Iphone 17 Pro FRAUD!

Nomme92 — Sat, 13 Dec 2025 23:51:27 GMT

To the moderator of this post, it’s my data to share! I am an adult and can make the decision on what I say!

@Thenhammer @Profile closed @Northerner please find my twitter/x username Nomme1992 and message me there to see the additional action I’ve taken to expose EEs poor customer service and shocking treatment of loyal customers!

Re: Iphone 17 Pro FRAUD!

Stephstrawberry — Sun, 14 Dec 2025 00:39:00 GMT

Nothing to do with me definitely fraud

Re: Iphone 17 Pro FRAUD!

Nomme92 — Sun, 14 Dec 2025 00:41:51 GMT

Have you been a victim of this too @Stephstrawberry ?

Re: Iphone 17 Pro FRAUD!

Northerner — Sun, 14 Dec 2025 06:35:24 GMT

Hi @Nomme92 @Abdul091

I suggest speaking to citizens advice.
Also ensure this is reported to crime stoppers and you have a crime reference number as you're a victim of crime.
Ask EE to block the IMEI number of the missing device so the device cannot be used.

You have rights under the Consumer rights act 2025 and the responsibility is with the retailer not the delivery firm.

Thanks

Re: Iphone 17 Pro FRAUD!

Nomme92 — Sun, 14 Dec 2025 11:05:43 GMT

Absolutely @Northerner already done all of the above and more. This is horrific, EE need to get it sorted!