topic Re: EE Claiming They Didn't Receive Returned Equipment? in Broadband & Landline

EE Claiming They Didn't Receive Returned Equipment?

nickrayrutter — Fri, 24 Jan 2025 12:06:18 GMT

Hi everyone,

I'm reaching out to see if anyone else has had a similar experience with EE regarding returned equipment.

I recently received a text saying that EE is withdrawing £205 from my account because they claim I didn’t return a TV box and an internet booster kit. However, I followed their instructions and sent the equipment back via Royal Mail in their prepaid bags in early December.

I even remember the person at the Post Office advising me to keep the proof of postage, which I did. Unfortunately, after the holiday season and life getting busy, I can’t seem to find the ticket now. I presumed everything was fine because I hadn’t heard anything from EE until now.

I tried contacting EE today to sort this out, but after 35 minutes on hold, I was cut off. It’s really frustrating, especially since I don’t have the kit anymore, and I feel like I’m being charged for their mistake.

Has anyone else had trouble with EE claiming they didn’t receive returned equipment? If so, how did you resolve it? I’m determined not to pay for something I’ve already done, and I’m considering charging them for my time spent dealing with this.

Any advice, tips, or shared experiences would be greatly appreciated!

Thanks,
Nick Rutter

Re: EE Claiming They Didn't Receive Returned Equipment?

AlexScrivens — Fri, 24 Jan 2025 12:21:48 GMT

I'm currently going through the exact same situation. I upgrade my Iphone 14 Pro Max to the Samsung S24 Ultra and returned my Iphone 14 pro max to EE per their request in order for me to upgrade early. This was sent back in November, and like yourself i didn't hear anything until the start of January. A couple weeks ago i had a text saying that i will be charged an extra £600 to my account! My bill is already £91 a month as it is. I cant afford a £600 charge so i contacted them and they have put an investigation onto my account as they are saying they haven't received my Iphone 14 pro max that i returned to them. Luckily i have still got my receipt from Royal Mail so i was lucky enough to be able to give them the receipt information, but even still its not the point. I've done my job of returning the product and then they come back and attempt to charge me £600 extra on my bill.

If i receive any update shortly i will reply to this thread but as of right now i have no update, hopefully you have better luck.

good luck

Thanks

Alex Scrivens

Re: EE Claiming They Didn't Receive Returned Equipment?

Chris_B — Fri, 24 Jan 2025 14:02:19 GMT

It’s also not EEs fault if they don’t receive the item. It’s also advisable when returning items via Royal mail to take out the insurance in case the item doesn’t end at its destination.

Re: EE Claiming They Didn't Receive Returned Equipment?

JimM11 — Sat, 25 Jan 2025 00:12:45 GMT

@nickrayrutter Best advice, try to find the postage receipt it will allow EE the ability to try and find out the package location.

Re: EE Claiming They Didn't Receive Returned Equipment?

Reign_in_Beard — Sat, 25 Jan 2025 07:36:41 GMT

Happened to me this week too. Kept getting emails to return it, despite sending it back 2 weeks ago. Had a text to say reply with the tracking number, which I did. Then got a text and email about an hour later saying it was returned. They had received it 12 days earlier!

Re: EE Claiming They Didn't Receive Returned Equipment?

Jb2025 — Tue, 28 Jan 2025 11:04:32 GMT

Having the exact same issue for a router. Returned before Christmas, checked the tracking saw it was received, lost the receipt but thought nothing of it because it had been received. Now EE saying not received and they won’t refund me if I don’t have the tracking number. Currently going through complaints process as their warehouse system is obviously not adequate

Re: EE Claiming They Didn't Receive Returned Equipment?

JimM11 — Tue, 28 Jan 2025 11:09:09 GMT

@Jb2025 How did you do the tracking, your device may have remembered the tracking site details so worth a look and see, you may find the original tracking number and be able to take a note off it.

Re: EE Claiming They Didn't Receive Returned Equipment?

Profile closed — Tue, 28 Jan 2025 11:47:30 GMT

@JimM11

I use the proof of posting to enter and track the collection and delivery within the Royal Mail app. Tracking works with stuff you send as well as stuff you’re expecting.

When EE tried it on I from’d and to’d the letter with proof of delivery at their warehouse. This coincided with my global complaint to the Executive and I got a call apologising, saying they were behind logging returns.

I cannot understand why folks futz around with bits of paper when it can be tracked so easily in the RM app 🤷🏼

Re: EE Claiming They Didn't Receive Returned Equipment?

JimM11 — Tue, 28 Jan 2025 12:01:36 GMT

@Profile closed The old cynic in me, i keep the post office receipt, track the package, when arrived/delivered on the tracking print that to a pdf, print the sucker out attached both receipt and pdf together, sit back and wait for the fallout, SKY have been the only one that ever sent an e-mail thank you we have received your return, boy was i shocked at that one... When there is money involved, it's way better in my wallet than paying out to someone who bluffs it, know what i mean...

Re: EE Claiming They Didn't Receive Returned Equipment?

Profile closed — Tue, 28 Jan 2025 12:10:38 GMT

@JimM11

Belt n braces Jim, old school. Can’t beat it 👍

Re: EE Claiming They Didn't Receive Returned Equipment?

Amymullet — Fri, 13 Jun 2025 14:10:05 GMT

Im going through the exact same thing at the minute. I too remember the lady in the post office telling me to keep the receipt as they are know for scamming people! Can’t believe I’ve missed placed the receipt, especially when you know full well the equipment will be sat there in their warehouse! Not sure what else we can do?

Re: EE Claiming They Didn't Receive Returned Equipment?

Christopher_G — Fri, 13 Jun 2025 16:12:27 GMT

Hi @Amymullet

Welcome to the community.

I'm sorry to hear that there seems to be a problem with your return. How long ago did you post it? It's possible it's still waiting to be scanned in.

If the router can't be located, we would need the proof of purchase in order to confirm delivery. If you can find it, it will help resolve the situation.

Chris

Re: EE Claiming They Didn't Receive Returned Equipment?

Amymullet — Sun, 15 Jun 2025 19:06:03 GMT

It was posted around the second week of may. I’m so cross with myself for losing the receipt, particularly when the post mistress said ee is renowned for it!
why is ee’s system so lapse? I have never had a parcel go missing with post office (I, sure others have) but isn’t it ironic it has on this occasion when I was warned that this is what we do!

if it isn’t ‘scanned in’ until after 1st July, (which is when they are going to charge me for the equipment that I’m sure is already in their care) will I receive a refund?

if not I will be looking to change any contracts I hold with ee

Re: EE Claiming They Didn't Receive Returned Equipment?

JimM11 — Sun, 15 Jun 2025 19:12:45 GMT

@Amymullet Yes it's all in the contract and you are covered i believe up to 2 years after the event, it is just the stupid automated system but the NOT having the receipt is the killer proof and makes it the drawn out affair, just no way round it...

Your money is safe, and the stupid package could be anyware that's the problem, could even be back in the EE/BT warehouse already scanned in, and the system still sends you the messages....

Re: EE Claiming They Didn't Receive Returned Equipment?

Amymullet — Sun, 15 Jun 2025 20:02:57 GMT

Thanks for the info- sounds like I just have to sit and hope

Re: EE Claiming They Didn't Receive Returned Equipment?

JimM11 — Sun, 15 Jun 2025 20:11:00 GMT

@Amymullet That's about it, apart from keep looking for your proof! You find that and you are done with it in a couple off minutes!