iPhone 16 pro max faulty

[Francis1991]

Hii so where do I start , so ordered an iPhone 16 pro max begging February .  I was really happy and excited for it to arrive , when it did arrive the phone was faulty .

i called up the women said to me what I would have to do is send the phone back to them .  Soon we receive it we send you another one .

then Soons I send it I get call from the returns team , they said they women messed up because it’s cancellation not  exchange . What should happend is  will send you new phone and you send it  back ,   So this was super annoying  since she messed up . The lady said I have reapply .

i re apply the app crashes and take my money again . 
called them they couldn’t find it so my bank luckily sent me the front cost 30 ,  told me I have wait till my account been cancelled .(so why did the women day reapply once the phone .)

the phone has been returned on the 13th February , every time I call they say they look into it and get a call back . But I never get a call back . 

i email from the returns team just say 72 hours every time I email . 
so I feel like I’m getting just not treated right .

i want to know what’s going on with my refund  and has my account be cancelled since your tried taking first months payment .

if you don’t want me as new customer that’s fine just tell me the account has been cancelled . Refund my money and I apply somewhere else . 

hope someone can help 

thanks Kyle 

[Peter_W]

Good morning @Francis1991.
Thanks for reaching out to us here on the Community. 

I can appreciate this is far from the experience we'd want you to have when taking a new phone out, and definitely want to make sure we help point you in the right direction for getting this resolved. 

Was this a brand new contract and you have no other products with us, or was it an upgrade to an existing EE number? 

Usually if it's the latter any upgrade on your account should be reversed within 2 working days of the handset being received, and I'd imagine it's the same for cancelling brand new accounts.

Did you send the delivery tracked, too?
Peter

[Schockwave]

Hello @Francis1991 ,

Welcome to the community,

Sorry for the problems you have occurred, but unfortunately, this is a public forum and we do not have account access or know who  you are.

You would have to speak to customer service, but once the account has cleared, they have received the item, you should receive a refund and you can then place the order again.  If they said they would send a replacement, then I would discuss this with them, as this does seem odd. Usually you return item, then once it has cleared, you should be able to order again, that is what usually happens.

You can also make a complaint here:

https://ee.co.uk/help/contact-ee/complaint