Returning a phone but we keeps saying find my iPhone is still on

[Sidney12345]

Hi, 

im literally at my wits end. First I called EE to get an upgrade, they said the couldn’t do it over the phone and gave me step by step what to do online. I did this and it created two contracts ( my old and new) and I cannot afford to do two phones! I’m trying to send it back but the returns team email takes 3 days for a response and all they keep saying is find my iPhone is turned on. Went to a ee shop today and they agreed it is off. I removed and erased via find my iPhone (both phones now have nothing on, including the one I use) I just want to send the phone back before I’m charged! 

I don’t mean to put a sob story but I’ve got bipolar disorder and I’ve not been able to sleep and am getting quite ill where no one can help me. 

on the phone with six different agents, emailed returns been in store twice! PLEASE SOMEONE HELP

[bristolian]

Would the in-store team be willing to email the returns people, quoting your specific details, and confirming that the feature is disabled?

[Linzi_H]

Hi @Sidney12345 

Welcome to the Community.

I'm really disappointed to hear that the upgrade process hasn't been straightforward for you and that you've ended up with an additional line instead. I know you'll be eager to get this all sorted out. Since you ordered online, you'll have 14 days to change your mind for any reason.

Where are you seeing the information that says Find My iPhone is turned on? Have you reset the device you're returning to factory settings? 

Have you filled in the EE returns form? Once our returns team has reviewed your request, you can return the device as long as you notify us within 14 days that you don't want it. 

Linzi 

[Sidney12345]

Hello, 

im emailing channel.returns at the moment, they just keep saying find my phone is turned on, I’m at a loss. The phone is at factory setttings and hasn’t even been logged into anything Including the network. It’s getting past the 14 days and I feel physically sick all the time. I can’t spend 140 quod on the 17th I don’t even have that in there!sorry, I don’t mean to moan I’m just very stressed

[Sidney12345]

Doubt it. When I went in they put me onto 150 which I’d already done and been through six agents 

[bristolian]

There's a saying, about keeping repeating the same course of action and expecting a different outcome.

Did you specifically ask the store staff to email? Pointing out to them the repeated futility of the 150 loop that you were experiencing?

[Linzi_H]

It definitely sounds like there's confusion somewhere @Sidney12345. I will send a Private Message so I can grab some further details from you.

Linzi 

[Sidney12345]

I explained the situation and the girl in the shop even recognised me. Please don’t give me your sudo wit

[bristolian]

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@Sidney12345 wrote:

I explained the situation and the girl in the shop even recognised me.

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It doesn't reflect well on the shop staff if, despite the situation being explained, they persisted in doing the exact same thing.

I hope you are somehow able to break the cycle.

[Chris_B]

@Sidney12345  Did you sign out of your Apple account for that device ?   You can log out of find my but still have the device linked to your Apple account and a factory reset doesn’t remove it from your account.   

On an Apple device go to Settings>click your name at the top and scroll down.    Now check to see if this device is still registered to your Apple account if it is click that device then click remove from account.