EE Claiming They Didn't Receive Returned Equipment?

[nickrayrutter]

Hi everyone,

I'm reaching out to see if anyone else has had a similar experience with EE regarding returned equipment.

I recently received a text saying that EE is withdrawing £205 from my account because they claim I didn’t return a TV box and an internet booster kit. However, I followed their instructions and sent the equipment back via Royal Mail in their prepaid bags in early December.

I even remember the person at the Post Office advising me to keep the proof of postage, which I did. Unfortunately, after the holiday season and life getting busy, I can’t seem to find the ticket now. I presumed everything was fine because I hadn’t heard anything from EE until now.

I tried contacting EE today to sort this out, but after 35 minutes on hold, I was cut off. It’s really frustrating, especially since I don’t have the kit anymore, and I feel like I’m being charged for their mistake.

Has anyone else had trouble with EE claiming they didn’t receive returned equipment? If so, how did you resolve it? I’m determined not to pay for something I’ve already done, and I’m considering charging them for my time spent dealing with this.

Any advice, tips, or shared experiences would be greatly appreciated!

Thanks,
Nick Rutter

[AlexScrivens]

I'm currently going through the exact same situation. I upgrade my Iphone 14 Pro Max to the Samsung S24 Ultra and returned my Iphone 14 pro max to EE per their request in order for me to upgrade early. This was sent back in November, and like yourself i didn't hear anything until the start of January. A couple weeks ago i had a text saying that i will be charged an extra £600 to my account! My bill is already £91 a month as it is. I cant afford a £600 charge so i contacted them and they have put an investigation onto my account as they are saying they haven't received my Iphone 14 pro max that i returned to them. Luckily i have still got my receipt from Royal Mail so i was lucky enough to be able to give them the receipt information, but even still its not the point. I've done my job of returning the product and then they come back and attempt to charge me £600 extra on my bill.

If i receive any update shortly i will reply to this thread but as of right now i have no update, hopefully you have better luck.

good luck

Thanks 

Alex Scrivens

[Chris_B]

It’s also not EEs fault if they don’t receive the item.  It’s also advisable when returning items via Royal mail to take out the insurance in case the item doesn’t end at its  destination.    

[JimM11]

@nickrayrutter Best advice, try to find the postage receipt it will allow EE the ability to try and find out the package location.

[Reign_in_Beard]

Happened to me this week too. Kept getting emails to return it, despite sending it back 2 weeks ago. Had a text to say reply with the tracking number, which I did. Then got a text and email about an hour later saying it was returned. They had received it 12 days earlier!

[Jb2025]

Having the exact same issue for a router. Returned before Christmas, checked the tracking saw it was received, lost the receipt but thought nothing of it because it had been received. Now EE saying not received and they won’t refund me if I don’t have the tracking number. Currently going through complaints process as their warehouse system is obviously not adequate 

[JimM11]

@Jb2025 How did you do the tracking, your device may have remembered the tracking site details so worth a look and see, you may find the original tracking number and be able to take a note off it.

[Minkey1]

@JimM11 

I use the proof of posting to enter and track the collection and delivery within the Royal Mail app. Tracking works with stuff you send as well as stuff you’re expecting.

When EE tried it on I from’d and to’d the letter with proof of delivery at their warehouse. This coincided with my global complaint to the Executive and I got a call apologising, saying they were behind logging returns.

I cannot understand why folks futz around with bits of paper when it can be tracked so easily in the RM app 🤷🏼

[JimM11]

@Minkey1 The old cynic in me, i keep the post office receipt, track the package, when arrived/delivered on the tracking print that to a pdf, print the sucker out attached both receipt and pdf together, sit back and wait for the fallout, SKY have been the only one that ever sent an e-mail thank you we have received your return, boy was i shocked at that one... When there is money involved, it's way better in my wallet than paying out to someone who bluffs it, know what i mean...

[Minkey1]

@JimM11 

Belt n braces Jim, old school. Can’t beat it 👍