iPhone stolen by DPD

[Sday100]

Hi,

I was hoping to get some help from this community. My new iPhone 18 pro 256GB Burgundy was delivered last Sunday by DPD. Well I thought it was delivered anyway. It turns out when I opened the packet there was only a power bank inside. Under close inspection the packet had been tampered with, allowing someone (I assume DPD somewhere) to swap out the phone for the battery pack. I’ve been passed around a few times at EE this past week and now sitting with someone in “EE Executive Complaints” with no one yet willing to take responsibility and me wishing I’d just picked it up from the store! Apart from call every day what else should I do??

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[Christopher_G · Accepted solution]

Hi @Sday100,

Welcome to the community.

I’m sorry to hear about the situation with your delivery. I can appreciate how concerning and frustrating this must be.

You’ve done the right thing by reporting this to our Customer Support team. Claims of this nature need to be fully investigated by the relevant teams to establish what has happened, and unfortunately this process can sometimes take a little time.

As your case is now with the Executive Complaints team, they’ll be best placed to oversee things from here and work with the relevant teams as part of their investigation. If you have a dedicated case handler, they will be in contact with you as soon as they have an update.

Please keep us updated with what happens.

Chris