Hi, I upgraded my EE account on 6th December, via chat and I spoke to your adviser 'Amit'. The package is supposed to come with a Nintendo Switch, but I have yet to receive this. I have a copy of the chat with Amit in which he confirmed the deal.
I understood the console would be sent out after a maximum of 40 days, which was the 15th January (5 days ago).
Right, had a complaint reference ID14758973 created, heard absolutely nothing then had a text last monday saying Case Closed, no explanation as to why? Contacted James McGregor via his email, he informed me this shouldn't have been closed and would email me back by 4pm last Monday. He did not reply and has not replied to 2 emails sent since. As I presume you will not be sending the Switch out, this breaches the contract I agreed with yourselves, so either someone needs to sort this out, or I will cancel my direct debit and take this to the Ombudsman.
