topic Re: Extremely Frustrating Experience – Missing PlayStation 5 Order No. EE-******** in Orders

Extremely Frustrating Experience – Missing PlayStation 5 Order No. EE-********

Naseer622 — Wed, 22 Oct 2025 15:16:24 GMT

Hi EE Team,

I’m posting here out of sheer frustration after nearly two months of trying to resolve an issue with my EE order and still not getting anywhere.

On 7th September, I ordered a PlayStation 5 Pro with disk drive bundle through the EE website, assisted by an EE representative named Naved. I originally tried using a 20% student discount code that wasn’t working, and he advised I could get a better deal by migrating my BT broadband and mobile to EE Family. I agreed, the migration was completed, and I was offered the PlayStation 5 Pro bundle for £630 (instead of £689). Payment was taken immediately, and I also subscribed to the £3.99/month insurance plan.

When the console arrived via DPD, the outer box was damaged, the seals were already broken, and the disk drive that was part of the bundle was missing. I reported this to EE straight away.

Following EE’s instructions, I returned the PlayStation 5 Pro via ParcelForce on 23rd September using the same packaging. I even wrote the EE reference on the box exactly as advised by your support team.

Since then, it’s been over a month, and I have not received any refund or confirmation from EE. Every time I contact support, I’m told that the matter has been forwarded to the “returns team,” but there are still no updates.

To make things worse, I’ve been asked multiple times for information I’ve already provided — including proof of postage, photos, and the same reference numbers. I honestly don’t understand how a company as large as EE can be this disorganised. I don’t even own a TV, so I have no idea why there seems to be confusion about what I returned.

At this point, I’ve done everything correctly — returned the product, provided proof, followed every instruction — yet EE is still holding my £630 without providing any resolution.

This has been one of the most disappointing customer experiences I’ve ever had. I genuinely moved all my services to EE in good faith after the representative’s recommendation, and now I’m regretting that decision.

EE, please can someone from the resolution or complaints team urgently look into this and confirm when my refund will be processed?

Thank you,
Naseer

[Mod edit: Order number redacted]

Re: Extremely Frustrating Experience – Missing PlayStation 5 Order No. EE-********

Northerner — Wed, 22 Oct 2025 16:12:48 GMT

Hi @Naseer622

How did you pay the £630?

I assume you have complained.

Thanks

Re: Extremely Frustrating Experience – Missing PlayStation 5 Order No. EE-********

Naseer622 — Wed, 22 Oct 2025 16:17:44 GMT

I have paid upfront using my credit card

Re: Extremely Frustrating Experience – Missing PlayStation 5 Order No. EE-********

Northerner — Wed, 22 Oct 2025 16:25:26 GMT

Hi @Naseer622

Excellent move, make a Section 75 claim against your credit card and let them deal with the issue.

I would still recommend complaining: https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: Extremely Frustrating Experience – Missing PlayStation 5 Order No. EE-********

Naseer622 — Wed, 22 Oct 2025 16:26:56 GMT

I have already made complains and been doing since 2 months and no resolution from the EE team yet. Just back and forth delaying the process and giving more migraine.

Re: Extremely Frustrating Experience – Missing PlayStation 5 Order No. EE-********

Northerner — Wed, 22 Oct 2025 16:31:33 GMT

Hi @Naseer622

Section 75 claim is your opinion then.

Thanks

Re: Extremely Frustrating Experience – Missing PlayStation 5 Order No. EE-********

Chris_B — Wed, 22 Oct 2025 18:01:13 GMT

@Naseer622 Just wanted to point out you can not use a discount code towards the purchase of any add to plan item or outright purchase. The discount is for mobile/Sim/tablet contracts. You can’t even use it towards a smart watch contract.

Re: Extremely Frustrating Experience – Missing PlayStation 5 Order No. EE-********

Christopher_G — Thu, 23 Oct 2025 10:58:02 GMT

Hi @Naseer622

Welcome to the community.

I'm really sorry to hear of your experience with this so far. You've done the right thing in opening a complaint with our Electronics team. To get an update on your complaint, I recommend speaking with our Customer Support team on 150.

Please keep us updated on what happens.

Chris