topic Phone was stolen and replaced while in transit in Orders

Phone was stolen and replaced while in transit

North139 — Thu, 28 May 2026 18:37:11 GMT

I upgraded my phone through the website. The parcel was sent out but instead of receiving the phone, I got something else. EE are refusing to do anything about it and not helping in any way. Apparently I have to pay for the phone even though I never received it. Not going to happen.

Store visit might be the best option.

Re: Phone was stolen and replaced while in transit

Chris_B — Thu, 28 May 2026 19:59:20 GMT

@North139 You report it to the Police and get a crime reference number. You then make an official complaint via THIS to EE.

The store can’t help you and you have to do this the official way.

Re: Phone was stolen and replaced while in transit

North139 — Thu, 28 May 2026 20:06:38 GMT

Thank you.

Having also done this. EE still seem to be bothered by it and often saying that there is not much that they can do. Also it took 2 days and 2 phone calls to actually bar the phone that was stolen through transit.

It also looks like that I am going get lumbered with the cost of the device even though I dont have it or was ever delivered.

They dont seem to care for the customers. All down to costs and profit.

Re: Phone was stolen and replaced while in transit

Chris_B — Thu, 28 May 2026 20:23:10 GMT

@North139 After 8 weeks it go to the ombudsman. Make sure you have a crime reference number and you pass that on when you make the complaint.