HELP! Wrong delivery address

[katylouise10101]

HELP! Im waiting for my new phone to be delivered. Ive recieved my DPD text but the address DPD have on the tracker is NOT the address I used when i placed the order??? Who do I contact?

[Leanne_T]

Hi @katylouise10101

Welcome to the community. 

Is the delivery address your account address we have for you? 

Have you spoken to our Mobile Care team on 150? 

Thanks 🙂

Leanne.

[katylouise10101]

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Hi there! Yes i believe thats where the confusion is as my account is still under my old address. But my new address which I used whilst ordering my upgrade shows on my confirmation emails? I attempted to ring EE support but there was no option for delivery. I've tried to change the address with DPD but they said i need to change it through EE 😞

[Jon_K]

Thanks @katylouise10101.

I'd recommend calling and speaking with general customer service.

They will be able to help you with this.

Jon

[Janoose]

This happens a lot it seems. Have currently spent 45mins trying to sort this and still on hold.

EE should not offer an alternative delivery address if they can't fulfill it. I am away during the pandemic and don't have the time for this. Also do not trust couriers not to leave it in foyer of our flats where loads of things have been stolen.

EE blame DPD but why have they given DPD my billing address.  DPD blame EE.

Whole thing a total mess. Did not upgrade a year ago because I feared this but did all necessary security now waiting for a return to sender arrangement to be made.

Basically avoid using this service. I have been with EE and before that T mobile for decades but this has really annoyed me and I am off somewhere else

[Jon_K]

Hi @Janoose.

Welcome to the community.

Did you manage to get through to someone to get this sorted?

Jon

[Redevilkev]

I ordered an extra line by accident instead of an upgrade. Called customer services and sorted it. However, the phone has been dispatched via DPD. They have failed to deliver it twice as for some reason the top line of my address is missing off the package. I haven't moved in over 2 years so how have they managed to miss the top line off my address? I have 30 days to return something I haven't actually received!! How many times do DPD try to deliver before it is returned??

[mikeliuk]

Hi @Redevilkev ,

You may wish to ask the service provider for permission to reject the delivery so it never comes into your possession so you don't need to insure it for the return or risk it becoming lost in transit. Good luck!