Problem with proof of barring

[Dompaul]

So recently i've claimed on insurance with barclays tech pack (likewize), EE has sent me all proofs but they keep rejecting the proof of barring, saying its not showing up on their system as being barred i've called up EE many times now and for whatever reason it seems they can't blacklist a device externally as i check the imei number on every other site the IMEI comes up clean and the insurance company keeps putting the blame back on EE.

Here is the insurance company's latest email to me:

"Equipment Identity Register) which tracks when a device is barred and when any bars are removed by networks. Your device currently shows no bars are active on it. I am unable to comment on why this is as Likewize does not have the ability to place a network bar on a device, we can only blacklist a device to prevent resale but this differs from what the networks are able to do so if insufficient to support your claim. This is because blacklisting the device would not block the device from being used on UK based networks.

Please contact EE further to resolve this issue. Once this has been done and the phone is barred then we will be able to progress your claim."

Really need help regarding this matter.

Kind regards Dominic.

[Peter_W]

Good afternoon @LJO11, thanks for reaching out to us here on the Community 😊

I'm sorry to hear you've been having so much trouble in getting this sorted out, how have things been left with you most recently when speaking with our team?

We'd always aim to get this resolved for you before it needing to get to the point of the Ombudsman, but this option is absolutely available if you exhaust our complaints process and feel you are unable to move forwards.

Peter

[LJO11]

Thanks for replying @Peter_W . The last time I spoke to EE yesterday they again said my device was blacklisted but escalated it to a manger. Terri the lady I was talking to me then told me that she had been told to blacklisting my device in a different way and had done that. I confirmed with her that she had actually changed something to which she said she had. She supplied me again with a proof of blacklisting.

i have sent this to likewise and I am awaiting their response from the claim validation team. If it is rejected again I don’t know what to do next. I came onto the forum to see if anyone had encountered the same problem, and it appears they have, and what was done about it.

I don’t even know where to look to check the national database or even if I can. That is the most frustrating part. I would really appreciate any help or advice you may have.

[Peter_W]

Thanks @LJO11, we don't have access to accounts via this forum to check up on this, but if you do continue to struggle with Likewize we'll do our best to put you in contact with the best people that can help. 

Please keep us posted on how you get on.

Peter

[Dompaul]

So got a response from financial ombudsman and apparently it's EE fault with the data they gathered they could see the phone was blacklisted  then taken off for whatever reason they told me to do a new case against EE...

 

 

[LJO11]

@Dompaul 

So have you managed to get a resolution or are you still fighting this?

[LJO11]

The last attempt at blacklisting by an EE employee has worked. Despite being assured each time that my device was blacklisted I was lucky enough to talk to the right person. She had never heard of this problem before but when she asked her manager they had. She told me she had blacklisted my phone through my account in a different way and it has worked. 

I am sure given the complaints about this EE could get this issue communicated out with a solution to it ie screenshots of how to black list a device so that it is not only barred on EE but shows on the national database.

Unfortunately for anyone else reading this I don’t know which screen she accessed so I wouldn’t be able to give you anymore information than I have above.

Thanks for everyone’s help and advice.

[Rach_H]

Hi @LJO11 

Thanks for letting us know that this has been sorted for you now. I'm sorry this has taken this long, but I am hopeful the most recent guide you spoke with has sent some internal feedback, so we can update this process.

Rach