Bill

Michalski1 — Thu, 29 May 2025 10:01:32 GMT

Re: Bill

Michalski1 — Thu, 29 May 2025 10:23:45 GMT

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*Formal Complaint – SIM Card Not Delivered / Request for Billing Adjustment*

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Dear EE Customer Service,

I am writing to raise a formal complaint regarding my mobile service with EE and to request a billing adjustment for the period during which I was unable to use your service.

On *4 February 2025*, the phone that contained my EE eSIM became damaged and unusable. As I did not have a physical SIM card to insert into another device, I placed *four separate orders* for a replacement SIM card. I received confirmation emails for each order, but none of them were delivered.

Only after I submitted a complaint more than two months later, I finally received the physical SIM card and was able to resume using my service.

During this time, I was unable to access mobile services, make calls, or use data – despite being billed regularly. Since the issue resulted from EE’s failure to deliver the necessary SIM card, I kindly request the following:

1. A *refund or billing credit* for the period of interrupted service (from 4 February until the date of SIM delivery).
2. Confirmation that this will not negatively affect my account or credit status.

I have attached copies of the confirmation emails as evidence of the failed SIM deliveries.

Please confirm receipt of this message and inform me about the next steps. I look forward to your prompt and fair response.

Kind regards,
Tomasz

[Mod Edit: Removed personal information from this public post]

Re: Bill

Christopher_G — Thu, 29 May 2025 10:30:44 GMT

Hi @Michalski1

Welcome to the community.

I'm sorry to hear that you had this problem with receiving your replacement SIM card. This is a peer to peer forum, so we don't have access to your account.

The best advice I can give is to submit your request through our online complaints form. A dedicated team will look into what has happened and contact you to discuss your requests directly with you.

I hope you manage to find a resolution to this. Please keep us posted on what happens.

Chris

topic Re: Bill in Contracts & Billing

Bill

Re: Bill

Re: Bill