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.

[Nomme92]

Absolutely there have been far too many incidents that I have seen and this has now been escalated to the financial  ombudsman; as unfortunately EE have taken the wrong decision and advise there is nothing more than can do following an “investigation”.

In short, whilst no one has said it in these words, is has been insinuated that I am now accused of stealing the phone. Terrible customer service by EE and shame on them. I’ve been with EE for 12 years and had no end of devices with them with no problem at all. However, like so many I’ve read about, this doesn’t matter or have any impact to EE, their investigation that seems to only amount to checking weights of packages and a single photo at delivery of the address seems to give them what they believe to be enough proof to uphold a case. I say it seems to be because when I’ve challenged the complaints team to provide me the detail of investigation they either flat out refused to or have me very surface level answers and I honestly still do not know the full detail of their investigation other than what they have looked at doesn’t prove anything. In short, no care for the customer, no care that the customer who lost their phone is vulnerable and disabled… sickening. 

Also as an ex-police officer, I find this insinuation outrageous.

EE, when this matter is resolved, I will be leaving your service across broadband phone and other devices and will never return; it’s terrible how you’re being with people and, worst still, you are defending people who are stealing from yourselves and your loyal customers. For the love of God spend the same energy on getting better protection in place in your supply chain. 

Besides this the jokes in the thief because EE have- in my instruction- blocked the phone. So whoever stole it- be it DPD or EE- you’ve stolen my vulnerable wives now very expensive orange paperweight! 

If anyone else experiences anything similar to this, get in touch and let’s expose this ludicrous scam! I bet that sadly more people will come forward with the same.

[Nomme92]

With respect Christopher G your words are hollow and you offer no care or any actual solutions. You’re happy to allow loyal customers to suffer and your executive team are either afraid or resistant to help people… you should all be ashamed and there is going to be a reckoning on this.

[Nomme92]

The hammer, I’ve had exactly the same thing happen, see below for the latest update but the abridged version. 2 new shiny iPhones meant to be delivered, only 1 received and, 1 just an old empty iPhone 15 pro max box in the bag. Complained straight away, lots of evidence and honesty, but I got nowhere. Now read the below:

There has been far too many incidents that I have seen and this has now been escalated to the financial  ombudsman; as unfortunately EE have taken the wrong decision and advise there is nothing more than can do following an “investigation”.

In short, whilst no one has said it in these words, is has been insinuated that I am now accused of stealing the phone. Terrible customer service by EE and shame on them. I’ve been with EE for 12 years and had no end of devices with them with no problem at all. However, like so many I’ve read about, this doesn’t matter or have any impact to EE, their investigation that seems to only amount to checking weights of packages and a single photo at delivery of the address seems to give them what they believe to be enough proof to uphold a case. I say it seems to be because when I’ve challenged the complaints team to provide me the detail of investigation they either flat out refused to or have me very surface level answers and I honestly still do not know the full detail of their investigation other than what they have looked at doesn’t prove anything. In short, no care for the customer, no care that the customer who lost their phone is vulnerable and disabled… sickening. 

Also as an ex-police officer, I find this insinuation outrageous.

EE, when this matter is resolved, I will be leaving your service across broadband phone and other devices and will never return; it’s terrible how you’re being with people and, worst still, you are defending people who are stealing from yourselves and your loyal customers. For the love of God spend the same energy on getting better protection in place in your supply chain. 

Besides this the jokes in the thief because EE have- in my instruction- blocked the phone. So whoever stole it- be it DPD or EE- you’ve stolen my vulnerable wives now very expensive orange paperweight! 

If anyone else experiences anything similar to this, get in touch and let’s expose this ludicrous scam! I bet that sadly more people will come forward with the same.

[Thenhammer]

Thank you for you replay Nomme92

I’m really sorry to read this, but I just wanted to say you’re absolutely not alone — I’ve had almost the exact same thing happen.

Two brand-new iPhones due for delivery, only one phone actually arrived. The second “delivery” was literally an old, empty iPhone 16 Pro Max box inside the bag. Reported immediately, provided photos, delivery details, honesty from the outset — and despite all of that, EE’s so-called “investigation” went absolutely nowhere.

Like you, it felt very strongly insinuated that I was being accused of theft, without anyone ever saying it outright. The investigation seemed to amount to package weights and a single delivery photo, with no transparency and no willingness to explain how they reached their conclusion. Challenging this just resulted in vague, surface-level responses or outright refusal to provide detail.

I’ve also been a long-term customer with no previous issues, which apparently counts for nothing. It’s genuinely shocking how quickly loyalty, evidence, and basic common sense are ignored once something goes wrong in their supply chain.

The most frustrating part is that, as customers, we’re the ones left fighting to prove our innocence while EE appears to be protecting whoever is stealing these devices, rather than addressing the obvious weaknesses in their delivery process.

Like you, I’ve had the missing phone blocked — so all EE have really achieved is turning it into an expensive paperweight for whoever took it.

If EE are seeing this many identical stories, it’s hard to understand how they can keep denying there’s a systemic issue. I really hope the Financial Ombudsman escalation forces them to take this seriously, because the current approach is completely unacceptable.

Thanks for sharing your experience — it matters, and it helps others realise they’re not alone in this.

[Nomme92]

@Thenhammer @Minkey1 @Northerner 

Thanks for your responses and I finally don’t feel alone but guess what, there is power in that!

My name is Shaun ****; formerly PC ***** of the West Midlands Police (PC and Trainee Detective) until an injury force a career change.

And I for one will not stand for this.

I can provide you my mobile phone number in direct messages, I’ll send to you each now. If you’re up for seeing what we can do collective about this and share notes on what has and has not been said let’s do that; if the Post Office Scandal has taught me anything it’s we are not alone in this… and company’s like EE have to realise they only have lots of money because of loyal customers. Message or text me or, let’s reach out direct and get some collective action going!

The truth is what fraudsters fear because you can’t lie your way out of a truthful situation! 

Thanks,

Shaun  

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[Nomme92]

To the moderator of this post, it’s my data to share! I am an adult and can make the decision on what I say! 

 @Thenhammer @Minkey1 @Northerner please find my twitter/x username Nomme1992 and message me there to  see the additional action I’ve taken to expose EEs poor customer service and shocking treatment of loyal customers!

[Stephstrawberry]

Nothing  to do with me definitely fraud 

[Nomme92]

Have you been a victim of this too @Stephstrawberry ?

[Northerner]

Hi @Nomme92 @Abdul091 

• I suggest speaking to citizens advice.
• Also ensure this is reported to crime stoppers and you have a crime reference number as you're a victim of crime.
• Ask EE to block the IMEI number of the missing device so the device cannot be used. 

You have rights under the Consumer rights act 2025 and the responsibility is with the retailer not the delivery firm. 

Thanks 

[Nomme92]

Absolutely @Northerner already done all of the above and more. This is horrific, EE need to get it sorted!