topic Re: So my son lost his phone we reported it in a ee store to which we thought they h in Contracts & Billing

So my son lost his phone we reported it in a ee store to which we thought they h

Kazzimh — Tue, 29 Aug 2023 20:51:46 GMT

reported lost phone in ee store, thought they had blacklisted the phone, only to find out these have been added to the phonebill🤬🤬 and the phone hasn't been blacklisted, still waiting for a call from a manager. Job not done correctly🤬🤬🤬🤬

Re: So my son lost his phone we reported it in a ee store to which we thought they h

bristolian — Tue, 29 Aug 2023 20:57:46 GMT

Did you get the name of the individual who acknowledged your loss report, and presumably confirmed they would arrange the blacklisting? I don't want to know it, just curious whether you got it.

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Kazzimh — Tue, 29 Aug 2023 21:34:42 GMT

Hi, yes it was the manager of the store and also the guy who did the new contract

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Katie_B — Wed, 30 Aug 2023 06:31:07 GMT

Good morning @Kazzimh.

I am very sorry to hear this has happened.

Are you waiting for a call back from a manager from a call centre or the manager of the store you visited?

Did an agent check the blacklisting?

Speak soon,

Katie

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Kazzimh — Wed, 30 Aug 2023 07:30:07 GMT

Awaiting a call from a manager from call centre.

Spoke to an agent last night and just got nowhere

Nobody checked the phone

Absolutely fuming

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Kazzimh — Wed, 30 Aug 2023 07:30:47 GMT

Please feel free to listen to the conversation

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Katie_B — Wed, 30 Aug 2023 07:41:30 GMT

Hi @Kazzimh.

Unfortunately we have no account access here on the community so are unable to listen to calls.

Please let me know how you get on once the manager has called back.

Katie

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Kazzimh — Wed, 30 Aug 2023 12:05:42 GMT

Was supposed to have phoned before 9pm last night still waiting.

New phone has been stopped from making any calls until bill paid

All because 2 people haven't done their job correctly. All they were interested in was sorting a new contract

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Leanne_T — Wed, 30 Aug 2023 12:15:02 GMT

I am sorry you to hear you did not receive the call back @Kazzimh

Please get back in touch with our mobile care team to get this looked into further, or you can raise a complaint on our Make a complaint (ee.co.uk) page, and the team will get in touch once this has been looked into for you.

Leanne.

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Chris_B — Wed, 30 Aug 2023 12:23:23 GMT

red @Kazzimh please read THIS on how to report a lost device. You’ll see there is nothing to say you can go to a store for this purpose. And you seem surprised that a store was more interested in trying to see a new contract. A shop is there to sell products. While the shop should have sorted this for you it’s actually not there for this purpose.

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Kazzimh — Wed, 30 Aug 2023 12:25:51 GMT

I was on the phone for over an hour last night and the person I was speaking to didn't even check ro see if the lost phone had been blacklisted 🤬🤬🤬 this has all occurred because 4 people haven't done their jobs correctly.

3 not blacklisting the phone

1 not calling back

We are now in an unsolvable situation because of these errors

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Leanne_T — Wed, 30 Aug 2023 13:24:31 GMT

I am very sorry @Kazzimh

Please get in touch as advised above and the team will certainly get this looked into further for you.

Leanne.

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Kazzimh — Wed, 30 Aug 2023 20:27:11 GMT

Not going to get into an argument but if you were in town and lost you're phone would you not pop into the phone shop to report it!!!

Re: So my son lost his phone we reported it in a ee store to which we thought they h

Chris_B — Thu, 31 Aug 2023 07:20:57 GMT

@Kazzimh No I’ll make a call to report it as I know how you report a lost device.