topic Re: Paying for a phone I never recieved in Contracts & Billing

Paying for a phone I never recieved

Ben82uk — Tue, 12 Jul 2022 16:21:30 GMT

Paying for a phone I never received. EE says its back in the warehouse but my my plan is still showing the new one and should have been reverted back to the original sim only contract.

Spoke to billing and upgrades, they say I need to speak to returns but I can never get through on the phone. but a chap at EE I spoke to says its best to ring in the evening but the lines close at 5pm 😂

Re: Paying for a phone I never recieved

Chris_B — Tue, 12 Jul 2022 16:50:48 GMT

@Ben82uk They close at 9pm weekdays and 8pm weekends

“Open every day, all year round from 8am – 9pm Monday to Friday and 8am – 8pm Saturday and Sunday, our call centre teams work tirelessly to help you out with everything you need - from explaining your bill to helping you get the most out of your latest new phone. All handled in the UK, getting your stuff sorted quickly.

Re: Paying for a phone I never recieved

Ben82uk — Tue, 12 Jul 2022 17:00:57 GMT

Returns line don't. Just tried it again the number I was given by EE BILLING 0800 079 0103 open 9am - 5pm

Re: Paying for a phone I never recieved

Chris_B — Tue, 12 Jul 2022 17:41:30 GMT

@Ben82uk You just need to dial 150 as your not returning the device it’s been sent back. But once that returned device has been processed your account will automatically switch back to your old tariff.

Re: Paying for a phone I never recieved

Ben82uk — Tue, 12 Jul 2022 18:08:22 GMT

I've already tried talking to the upgrades and billing department, they all say the same even though the phone got sent back to EE by DPD its still classed as a return. I have said many times its not a return as I never got the phone to be able to return it. The person I spoke to at EE Billing this evening said it looks like it has been processed as returned but the returns department haven't switched my account back to old tariff and its only them that can do that. But I can never get through to them so what do I do?