Handset repair never happened

[McGowan26]

I rang about having my phone sent off before warranty ran out then was told I’d get it sorted after the holidays they’ll call me to do it which never happened I had asked multiple times since but was out of warranty and no insurance yet it was a hardware issue where it would come up with white lines down the screen Samsung zflip phone I’ve since lost the phone and had to block it and all that asked about replacement had set got told to wait then just put phone down on me so I gave it a few days to then get a bill sent for the handset yet my plan still active even though it’s blocked and no sim or phone till I found it the other day now it’s not working at all due to blocks etc and the hardware issue a lot worse but now also has smashed screen as was in the bottom of a drawer god knows why or how it got there but must have had something dropped on it but my question is are ee held accountable to fix the phone or replace it due to not taking it in the first place like promised? 

[Northerner]

Hi @McGowan26 

You'll need to make a complaint here https://ee.co.uk/help/contact-ee/complaint

The additional damage when it was lost would not be covered by your warranty and you would have to pay for a new screen. 

To unblock your phone you'll need to speak to EE CS and ask them for a new SIM. 

Thanks