Re: Re: Complaint

Joy_1302 — Sat, 28 Feb 2026 23:37:29 GMT

Hi,

I would like to formally raise a complaint through this channel.

I'm customer since 2020 and I've been having serious problems with EE, and I haven't been receiving the right attention and any help to resolve my issue.

On 18/01/2026 I have contacted EE to pay off my device - IPhone 16 Pro max and upgrade for a Google pixel 10 Pro XL and also purchase a Google pixel watch.

I've spent nearly 4h on the chat with the assistant going through all the process. I also explained that I was going on holiday soon and I needed the device ASAP.

The assistant reassured me stating that the device would be delivered on the next day (Saturday) in the EE store. Please note that I ONLY decided to go ahead because the advisor CONFIRMED that the device would be delivered on the next day.

I then contacted the EE store in the next day, and I was informed that my order wasn't there. I questioned the store manager if they had the device there available, so I could purchase it directly with them to avoid any delays. He told me that "yes" it was an option, I just needed to request the cancellation with the EE customer service.

I requested the cancellation, and then I drove to the Carlisle store, ready to go ahead AGAIN with the whole process. As soon as I arrived in store, I was advised that I couldn't do it because the delivery was still showing pending in the system.

I decided then to cancel the order at all.

At the same day - 19/01, I contacted Google store and I purchased the device directly with them.

On the next day, I spent over 3h AGAIN explaining that I just wanted the internet plan for my 2 lines, and also keep the insurance for my second line.

By the end of the assistance through the chat, I received the contract for the lines, where the insurance hasn't been added on. I explained this information to the advisor and he kept stating that the insurance was added - even though the contract stated that no insurance has been added to the line.

I decided to CALL the customer service and explain AGAIN the reason for my frustration. The manager apologised stating that it was a system issue and if I wanted the insurance, I would have to CALL AGAIN in the next day to request it.

At that stage, I couldn't face ANY MORE stress so I said no, and I also informed that I would request the insurance DIRECTLY WITH MY BANK.

I was offered a £20 as a gesture of good will - which I think it's a joke compared to the amount of time I had spend contacting EE for a simples resolution and the amount of time I had to repeat myself to explain the situation.

Anyway.

Since then, my account shows an incorrect information.

I have NEVER RECEIVED ANY DEVICE FROM EE - GOOGLE PIXEL 10 PRO XL OR GOOGLE WATCH. I ALSO DIDN'T AUTHORIZE THE INSURANCE ON MY ACCOUNT.

However, that is not what is showing on my bill. My bill shows a Google pixel phone and also a Google pixel watch.

I refuse to contact EE AGAIN and spend another 3h trying to resolve that. I genuinely can't understand how or why is so complicated.

The lack of respect, empathy and commitment to put this right is embarrassing.

I exhausted all my patience trying to resolve this, and for 1 more time I'm seaking for answers and also get this ridiculous situation resolved.

EE is not doing me ANY FAVOUR. I paid for my devices, I pay for my bills in date and I never ever missed one payment in nearly 6 years.

I haven't been heard.

I haven't been respected as a customer

I haven't been treated fairly.

EE has a duty of care.

For one last time I demand to have my information rectified.

I'm also awaiting for the response of the complaint I formally raised.

Re: Re: Re: Complaint

Matt_124 — Sat, 28 Feb 2026 23:55:34 GMT

This is not a channel by which a formal complaint can be raised. This is a public forum with no account access.

You can raise a complaint using the EE webform here: https://ee.co.uk/help/contact-ee/complaint/complaint-form

Re: Re: Re: Complaint

Peter_W — Sun, 01 Mar 2026 08:19:32 GMT

Good morning @Joy_1302.

Welcome to the Community, and thanks for taking the time to share your experience here.

I totally understand your concerns with this one, and I'm disappointed to hear that the process of trying to get things resolved has left you feeling this way.

You have definitely made the right call in raising this as a complaint directly; if you did this via the link that @Matt_124 shared, it will be reviewed by our dedicated complaints team and they'll make sure we've done everything we can to work towards a resolution.

Just for reference too, you can find full details of our complaints and escalation process here:

EE Complaints Code of Practice - March 2024

Peter

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