topic Re: 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.

Re: Phone was stolen and replaced while in transit

Knfruitbat — Fri, 29 May 2026 01:10:46 GMT

EE is the customer for which ever courier company they choose to use. It is there problem not yours. Don't let them fob you off. If you paid by credit card talk to them as well. EE should have all the details of the handset so they can block it or track it if they want to.

Re: Phone was stolen and replaced while in transit

Knfruitbat — Fri, 29 May 2026 01:23:37 GMT

EE should be chasing their courier and Police reports, if they can't be bothered that isn't your problem. As long as you co-operate with the courier company if they contact you for information that's as much as you need to do. I had similar with some scuba equipment that courier claimed to have delivered. I contacted company immediately and said I didn't get anything. Courier company sent pictures of delivery, which clearly wasn't my house. I sent a picture of my front door, nothing like in their picture, because of value they then sent someone to look at the front of my house and local area. Never found anything but not my problem, between company and their contracted courier.

Re: Phone was stolen and replaced while in transit

Peter_W — Fri, 29 May 2026 10:51:29 GMT

Welcome to the Community, @North139

Thanks for taking the time to highlight the experience you've had here, too.

I'm keen to make sure we've done everything we can to support you here, so I've just sent you over a private message so we can take a few more details.

Speak soon,

Peter

Re: Phone was stolen and replaced while in transit

North139 — Sat, 30 May 2026 15:45:02 GMT

Well its been 5 days since the incident. No solution yet, every time I call, it's always another 72 hours. Getting rather annoyed.

Its just lip service now with no one actually doing anything about it.

Well, looks like EE just lost a loyal customer, they even had the cheek to still set up the direct debit for the stolen phone.

Re: Phone was stolen and replaced while in transit

Rach_H — Sun, 31 May 2026 07:20:49 GMT

Hi @North139,

I can see that @Peter_W did this pass this onto our team, and they will be working in the background to get this sorted for you.

Rach

Re: Phone was stolen and replaced while in transit

North139 — Sun, 31 May 2026 12:23:17 GMT

Hi.

I appreciate that but it is now day 6 with nothing only that they are looking into it. How does 72 hours turn into 6 days, each time I call I get told that I will fill out a form and send it off. Send it to who?

How does it take 6 days to look for a stolen phone and replace it? There is 2 warehouses to ask plus drivers?

Re: Phone was stolen and replaced while in transit

North139 — Sun, 31 May 2026 16:08:27 GMT

Hi.

If you can see that it has been passed, are you able to see what stage the process is at and what is the outcome?

It would be nice for someone to keep me updated. Its me that is chasing and no one from EE is keeping me updated.

Re: Phone was stolen and replaced while in transit

Michael_D — Mon, 01 Jun 2026 07:27:16 GMT

Hi @North139

We don't have access to your account here on the community.

If you speak to the team again, they can check for an update for you. If there is no update, you can request that they open a complaint on the account.

There is more on the options to open a complaint on our Make a complaint page.

Michael

Re: Phone was stolen and replaced while in transit

North139 — Mon, 01 Jun 2026 08:03:41 GMT

Hi Michael.

Im actually fed up with all the chasing to be told the same thing. That they will fill out a form and wait 72 hours. 7 days now since the incident with no actual update. Just another form filled out.

Is anyone actually doing anything?

Re: Phone was stolen and replaced while in transit

Michael_D — Mon, 01 Jun 2026 08:08:04 GMT

I really couldn't say what is happening @North139.

As mentioned above, if you are not happening with how it is being handled, you can follow our complaints process.

Michael

Re: Phone was stolen and replaced while in transit

North139 — Mon, 01 Jun 2026 08:13:51 GMT

Or cancel everything and leave to another network. After 12 years.

No point anymore no one takes things like this serious anymore.

Re: Phone was stolen and replaced while in transit

North139 — Mon, 01 Jun 2026 12:36:07 GMT

So, just got off the phone with EE, so apparently as I took in the parcel, I am liable for the phone cost. I am taking this even further. I should not be liable for the cost as someone else has stolen this. This is not fair in one bit.

I need someone to contact me urgently from the escalation team, as custome support are not helping.

Re: Phone was stolen and replaced while in transit

Michael_D — Mon, 01 Jun 2026 12:40:05 GMT

If you wish to take a complaint further you can either request to escalate to a manager over the phone or use the steps on our Make a Complaint page @North139 . We're not able to arrange for someone to contact you from here.

Michael

Re: Phone was stolen and replaced while in transit

North139 — Mon, 01 Jun 2026 12:59:16 GMT

Hi, who ever i speak with on the phone is not able to do this even tough I request this.

What help would calling a manager be?

All i get told is that I accepted the parcel, I am liable for the costs.

Re: Phone was stolen and replaced while in transit

Michael_D — Mon, 01 Jun 2026 13:24:51 GMT

If you do want to take it further @North139, you would need to follow our complaints process.

If you are calling, this would be to request to speak to a manager.

There is more information on the process on our complaints code of practice page.

Michael

Re: Phone was stolen and replaced while in transit

Matt_124 — Mon, 01 Jun 2026 13:49:41 GMT

You can raise a complaint using the webform (https://ee.co.uk/help/contact-ee/complaint/complaint-form) on the Make a Complaint page linked by @Michael_D instead of calling.

You may find this gets handled differently than your complaint being dealt with on the phone, but it may take longer for your complaint to be received.

Ultimately if you want to escalate beyond raising another complaint, refer to the Complaints Code of Practice and you will see the information around Stage 2 Ombudsman Review - the next step of escalation for a complaint after exhausting all options with EE.

In order to do this it will need to have been either 6 weeks since raising the complaint, or a situation of "deadlock".

If your complaint is responded to within the 6 weeks but not resolved to your satisfaction you can request a deadlock letter from EE and take this to the Ombudsman to initiate this stage of the complaints process. They will then judge your complaint.