topic Re: Re: Phone not delivered in Orders

Re: Phone not delivered

RAH-mobile — Sat, 03 Jan 2026 13:37:26 GMT

Having the same problem

ordered a new phone, DPD Claim that upon delivery attempt no PIN security code was available. INCORRECT as we know that no attempt was made by the driver to deliver the phone. We know the van, tracked it and saw it miss us completely without attempting to deliver the package. …. TWICE !

im going to cancel the contract and move somewhere else….. been with this company since the Hutchinson days…. Got to be one of the most loyal customers either way a business account….

Re: Re: Phone not delivered

Katie_B — Sat, 03 Jan 2026 15:59:41 GMT

Hello @RAH-mobile.

Thanks for coming here.

I am sorry to hear about your recent experience and that you are now looking to leave.

Have you been able to notify our customer care team so they can look into this further for you?

Katie

Re: Re: Phone not delivered

RAH-mobile — Thu, 15 Jan 2026 14:25:58 GMT

Yes.....below is listed the amount of times I have tried to resolve this issue with absolutely no satisfaction.

I was promised a call beck on the 19th and I understand a complaint was filed and a manager was looking into this.

Well managed so far!

Every member of EE that I speak to either hangs up, gives incorrect information or misleading information.

A contract has been activated without my consent or knowledge and promises of a call back not kept.

I have asked for transcripts to be sent to me and have been assured that they will......guess what?

Correct ..... no transcript received

This is bordering on sharp practice and no one within your organisation seems capable of helping but very good at passing the buck.

Whom and how do I escalate this to as after being a customer since the early 90's I expect better customer service than this.

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Some of the calles placed recently.

09/01/26 19 Mins

05/01/26 25 minutes

05 01 /26 59 minutes

03/01/26 1 min and cut off

30/12/25 6 mins

29/12/25 20 mins

28/12/25 1 min cut off

24/12/25 14 mins

23 12 25 15 mins

i await your reply....

Re: Re: Phone not delivered

Rach_H — Thu, 15 Jan 2026 18:00:02 GMT

Hi @RAH-mobile,

Welcome to the Community!

We want to get this sorted for you, so I'm sorry to hear that this hasn't been done when you've spoken with the team. You can make a complaint directly with our executive team, and they will be able to look into what is happening, and how this has been handled.

Rach

Re: Re: Phone not delivered

RAH-mobile — Fri, 23 Jan 2026 10:34:10 GMT

Well done!

I have been a loyal customer for more than 20 years with this company in all its forms. During the past month the level of customer service has been nothing short of appalling. Misleading and conflicting information given return call promises not kept and a contract executed that I did not authorise or know about until to late and now locked into because of the ineptitude of EE stretching the issue to over the alleged 14 day cooling off period. I am now in the throws of changing providers for one of our accounts at a rate that puts EE not in the shade but complete darkness.

I have discovered that over the past 12 months EE have charged one of our company numbers c£2000.00. Our new and equivalent contract with an alternative provider is more than significantly less than that offered by EE.

I have made a subject access request that will expose the mishandling of our account and I will 100% be pursuing this issue.

Re: Re: Phone not delivered

RAH-mobile — Fri, 23 Jan 2026 12:06:17 GMT

I have been a loyal customer for more than 20 years in all its forms. During the past month the level of customer service has been nothing short of appalling. Misleading and conflicting information given return call promises not kept and a contract executed that I did not authorise or know about until to late and now locked into because of the ineptitude of EE stretching the issue to over the alleged 14 day cooling off period. I am now in the throws of changing providers for one of our accounts at a rate that puts EE not in the shade but complete darkness.

I have made a subject access request that will expose the mishandling of our account and I will 100% be pursuing this issue and requested a PAC number for one of our 'out of contracts'.

You can be sure that a complaint will be filed and fully expect that we will be patronised with no acceptable outcome as a customer leading to alternative action.

Well done EE

Re: Re: Phone not delivered

Peter_W — Fri, 23 Jan 2026 14:17:02 GMT

Good afternoon @RAH-mobile.

I've just moved all of your recent posts to their own thread so you have your own place for any relevant replies.

So I can make sure we help point you in the right direction, is it a business account or personal account that's been affected here?

Also what exactly do these charges show for, and have you managed to flag these with a member of our team?

Peter

Re: Re: Phone not delivered

RAH-mobile — Fri, 23 Jan 2026 14:25:02 GMT

I have spoken to your support and retention teams and over 15 times without any resolution.

Have a look at the logs and you will see quite clearly how appalling your service has been.

I am looking to have the e sim contract against the number ending in 872 cancelled at no cost as this was mis sold and a significant compensation applied to the account in respect of breach of contract, mis-selling of services, and negligence that results in us experiencing financial and non-material damage.

Re: Re: Phone not delivered

Peter_W — Fri, 23 Jan 2026 14:36:59 GMT

@RAH-mobile I'm disappointed to hear that you've not been able to get this resolved when speaking to our team in the past.

We don't have access to accounts via these public forums to see the specific details of your case, but if you've raised this as a complaint we would expect this to follow the escalation path set within our complaints process.

If you feel that any complaint has been closed incorrectly, it can be reopened at any point within 28 days, and you can also find full details of our complaints process here:

EE Complaints Code of Practice - March 2024

Peter

Re: Re: Phone not delivered

RAH-mobile — Tue, 10 Feb 2026 14:20:35 GMT

I am about to start proceedings to recover our losses in respect of the appalling service, past and ongoing costs that we have suffered as consequence of EE's ineptitude.

I would like confirmation of the Postal Address to send the documents and contact / department details.

Re: Re: Phone not delivered

Ali_A — Thu, 12 Feb 2026 12:38:46 GMT

Hi @RAH-mobile

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process, where you can also find our postal address you can write to.

If you'd like to chase your existing case, or raise a new one, you can do so using our online form @Rach_H and @Peter_W mentioned at Make a Complaint, where our dedicated team will look into the details, take ownership and get in touch.

I see you initially mentioned this on the forum at the beginning of January. Any upgrade or additional line that has been ordered but undeliverable after 3 attempts or 10 days will usually automatically be returned to EE and the order cancelled/reversed.

Have you had a chance to check your online account to see if there has been any update on the order being cancelled? Or if any of the guides were able to confirm the status of the delivery/return when you called up?

Ali