Total failure of EE customer services

[Imogen9724]

I upgraded 3 family phones on Sat 27th July at the EE shop in Fosse Park , Leicester and signed contracts for the 3 phones and broadband. Waited all day Monday 29th for them to be delivered by DpD but they weren't. Called EE spoke to Kellie she said EE couldn't deal with DPD and that we had to. Called DPD who said they would deliver and text with a delivery time on Tuesday 30th. Nothing delivered Tuesday and phoned DPD 3 times first 2 times they assured me they would be delivered, 3rd time I was told they were being held by security. Called EE again who said their supply team can communicate with DPD and said they were being held in case a fraudulent purchase. These phones were bought in an EE shop by myself the account holder so in no way fraudulent. Ryan from Doncaster EE employee e-mailed DPD and told them to release the phones for delivery. He promised to call me the following day when he started work at 12 to see if this had happened. He didn't bother but I tracked the phones and found they had been sent back to EE. Went back to the EE shop Weds morning to be told it would be possible if I called up EE to get the new contract revoked and reinstated at the same price and then we would be able to have phones from the shop. Tried this to be told no not possible to do anything until the 3 phones that were delivered back to the EE warehouse at 06.09am that morning were processed and that could take up to 6 days. Went back to EE shop to ask why we were once again give the wrong information only to have the most disinterested shop assistant name of Hanif to basically not look me up the eye, not bother to open up my details, and to tell me there was nothing they could do and that I'm not even guaranteed to get that same contract if I go back in when the 3 phones have been processed. They are obviously being processed now as I'm getting messages today to say my contract/plan has been cancelled and I'm on an essential plan, spend cap removed, insurance removed and unlimited data removed for all 3 phones. I am currently in Spain so can do nothing until I get home but feel this is the most dreadful service, I will make a formal complaint and take it up with the ombudsman if not satisfied with the outcome. None of this diabolical mess is my fault but the fault of EE staff who haven't been trained properly to know that sending out 3 phones at once can have them flagged up for fraud and that an alternative would have been to have them delivered to the store. EE staff who don't know what departments you have and that actually you can communicate with the company you pay to deliver ie DPD. EE staff who promise to follow up but don't. EE staff who think that because they have followed their protocol through that that's the end of a complaint raised even though the customer is still not in receipt of phones they and EE have signed a contract to have delivered and provide a service.
The broadband I upgraded at the same time is still going ahead it would appear but I only buy this with EE because of the discount it gets me in the phone package otherwise there are far better value ones out there and if I don't get the better value package for my phones I will have been falsely sold the broadband package. Anyone any idea who I can contract who will actually clear this mess up?

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[Peter_W]

Hi there @Imogen9724 

Thanks for taking the time to reach out to us here on the Community. 

It sounds like you've had a really tough time of things here, and I can totally appreciate why you'll feel let down with everything that has happened. 

We don't have access to customer accounts via this pubic forum, but I definitely want to be sure that we help point you in the right direction for getting this investigated. 

Do you know if you've had the chance to log a complaint with our team about this yet?

Peter

[Imogen9724]

Not an official one I don’t think. Obviously every time I speak to someone it’s a complaint so far but then they close the complaint after they’ve finished talking to me as as far as they’re concerned they’ve followed procedures, can’t di anything so complaint over
Sent from my iPhone

[Katie_B]

Hi @Imogen9724. 

Thanks so much for getting back to us. 

As you have received these text updates it does sound like you may have been reverted back to your original plan. 

This would mean you could now either give us another call to process your order or visit your local EE Store when you return from Spain. 

Should you wish to make a complaint about your recent experience, please fill out this form HERE. 

Our complaints team will be able to take a look into this for you. 

Katie