Iphone 17 Pro FRAUD!

[Abdul091]

I ordered an iPhone 17 Pro from EE on finance, but instead of receiving the phone, I was sent an Xbox controller battery pack. I reported this to EE straight away and provided all the evidence, including photos and tracking details, yet nothing has been resolved. EE’s supply chain team and DPD have been “investigating” for weeks with no outcome, and I’m still being charged for a phone I never received. I feel completely ignored and mistreated by EE — F

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raud, as I’m paying for a product that was never delivered.

[Abdul091]

Did you manage to get anywhere with your case? If yes, please share some guidance, as I’m facing a very similar issue. I ordered an iPhone from EE but received an Xbox controller battery pack instead. After 14 days, EE declined my claim, saying their investigation showed the device was included in the parcel when it left their warehouse — which clearly isn’t true. It was EE’s responsibility to ensure the correct item was delivered to me. This all happened through the DPD depot in Roche, Truro.

[Christopher_G]

Hi @Abdul091 

Welcome to the community.

If you fill in our complaints form, a dedicated team will look into your case and make sure the correct processes have been followed. They'll give you a call to discuss it an log it against your account.

Please keep us updated with what happens.

Chris

[Christopher_G]

Hi @Abdul091 

I've replied to your other post about this. Please take a look. 

Thanks

Chris

[Abdul091]

I raised a complaint through your helpline, which was said to be investigated for about 12 days and then escalated to the Executive Office. As a result, I received a final resolution letter stating the following:

“Thank you for your time on the phone today and previously regarding the delivery dispute from your recent online order.

I’m sorry that we have been unable to come to an agreement regarding your complaint.

What we’ve decided to do

We will not be offering any compensation or a replacement device in this instance.

How we made our decision

We understand how disappointing it must have been to receive an Xbox Controller Battery Pack instead of your iPhone. Our Channel Returns Team carefully reviewed your case and the photo evidence you provided. Based on their investigation, the delivery dispute has unfortunately been declined, as the device was recorded as being included in the parcel when it left our warehouse.

As the device was purchased via EE Finance, we recommend contacting their support team via eefinance.co.uk or 0330 027 1150.

At this stage, any previous offers are now withdrawn, and you won’t be able to accept them.

If you want to take your complaint further

You can provide full details of any legal claim to:

EE Consumer Legal

Floor 16, One Braham Street

London, E1 8EE.

If you have any questions, please contact the Electronics Team on 0800 079 0062.”

I also contacted EE Finance, but they were unable to assist, saying the purchase was under a short-term loan and therefore not covered by Section 75.

Importantly, despite repeated requests, no evidence of any investigation has been provided, and I have reason to believe that no proper investigation actually took place.

Given everything I’ve already been through — the lack of resolution, the stress, and the back-and-forth — I am extremely frustrated. Do you still want me to fill out the complaint form?

[Abdul091]

I raised a complaint through your helpline, which was said to be investigated for about 12 days and then escalated to the Executive Office. As a result, I received a final resolution letter stating the following:

“Thank you for your time on the phone today and previously regarding the delivery dispute from your recent online order.

I’m sorry that we have been unable to come to an agreement regarding your complaint.

What we’ve decided to do

We will not be offering any compensation or a replacement device in this instance.

How we made our decision

We understand how disappointing it must have been to receive an Xbox Controller Battery Pack instead of your iPhone. Our Channel Returns Team carefully reviewed your case and the photo evidence you provided. Based on their investigation, the delivery dispute has unfortunately been declined, as the device was recorded as being included in the parcel when it left our warehouse.

As the device was purchased via EE Finance, we recommend contacting their support team via eefinance.co.uk or 0330 027 1150.

At this stage, any previous offers are now withdrawn, and you won’t be able to accept them.

If you want to take your complaint further

You can provide full details of any legal claim to:

EE Consumer Legal

Floor 16, One Braham Street

London, E1 8EE.

If you have any questions, please contact the Electronics Team on 0800 079 0062.”

I also contacted EE Finance, but they were unable to assist, saying the purchase was under a short-term loan and therefore not covered by Section 75.

Importantly, despite repeated requests, no evidence of any investigation has been provided, and I have reason to believe that no proper investigation actually took place.

Given everything I’ve already been through — the lack of resolution, the stress, and the back-and-forth — I am extremely frustrated. 

I

[Abdul091]

 have completely failed in your responsibility to deliver the device I paid for. From the moment my order was supposed to arrive, I have endured relentless stress, sleepless nights, and daily frustration trying to resolve this issue. I work night shifts and normally sleep during the day, but thanks to your constant calls and forcing me to make repeated calls back regarding this matter, I am unable to rest. I have spent countless hours chasing this, yet your company has consistently ignored the reality of the situation.

Since the delivery, I have suffered persistent headaches, ongoing mental strain, and now financial harm due to your refusal to provide the correct phone, compensate me, or even pause the agreement. Despite all the evidence I provided, no genuine investigation was conducted — I have received no proof that any proper investigation took place, and it appears this was completely fabricated.

It is outrageous and unacceptable that I am expected to pay for a phone I never received. Your treatment constitutes bullying, mismanagement, and outright scamming. I demand immediate resolution: either a replacement phone must be sent, or the finance agreement must be cancelled and all payments I have already made refunded without delay. You should reach out to your team and take responsibility for this. If you require any details from me, I will provide them, but if not, I will proceed with legal action without further notice.

If you continue to refuse accountability, I will take every legal step necessary to recover my losses and report your practices to the relevant authorities. Your current response is wholly inadequate, and I hold you fully responsible for the mental, physical, and financial harm your actions have caused.

[Abdul091]

You have completely failed in your responsibility to deliver the device I paid for. From the moment my order was supposed to arrive, I have endured relentless stress, sleepless nights, and daily frustration trying to resolve this issue. I work night shifts and normally sleep during the day, but thanks to your constant calls and forcing me to make repeated calls back regarding this matter, I am unable to rest. I have spent countless hours chasing this, yet your company has consistently ignored the reality of the situation.

Since the delivery, I have suffered persistent headaches, ongoing mental strain, and now financial harm due to your refusal to provide the correct phone, compensate me, or even pause the agreement. Despite all the evidence I provided, no genuine investigation was conducted — I have received no proof that any proper investigation took place, and it appears this was completely fabricated.

It is outrageous and unacceptable that I am expected to pay for a phone I never received. Your treatment constitutes bullying, mismanagement, and outright scamming. I demand immediate resolution: either a replacement phone must be sent, or the finance agreement must be cancelled and all payments I have already made refunded without delay. You should reach out to your team and take responsibility for this. If you require any details from me, I will provide them, but if not, I will proceed with legal action without further notice.

If you continue to refuse accountability, I will take every legal step necessary to recover my losses and report your practices to the relevant authorities. Your current response is wholly inadequate, and I hold you fully responsible for the mental, physical, and financial harm your actions have caused.

[Thenhammer]

Hi @Abdul091 

sorry to hear about your issue as well.

There is definitely something wrong with EE and the way they deal with lost/tamper/wrong item issues.

we should have to be going to the financial ombudsman to get this issues resolved.

It adds extra stress on us as customers and financial harm.

We the amount of time I have spent putting together a case to give to both the financial ombudsman and the commutations ombudsman to complaint about the way they are treating customers is near 3 to 4 times the amount of time EE spend looking at a digital paper trail.

I do understand that devices that have been stolen and tampered with do need to go down an extra step and raise it with DPD.

i hope you get a solution to you issue soon.

[Christopher_G · Accepted solution]

Thanks for providing a bit more information, @Abdul091. I'm really sorry to hear that you've had added stress and headaches because of this.

The EE Community is a peer to peer forum, and we do not have access to customer accounts. The Executive Complaints team that you've been in touch with are the highest level of escalation for complaints.  I can only recommend following their advice, if you wish to take the complaint further.

Chris