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

[Amymullet]

Im going through the exact same thing at the minute. I too remember the lady in the post office telling me to keep the receipt as they are know for scamming people! Can’t believe I’ve missed placed the receipt, especially when you know full well the equipment will be sat there in their warehouse! Not sure what else we can do?

[Christopher_G]

Hi @Amymullet 

Welcome to the community.

I'm sorry to hear that there seems to be a problem with your return. How long ago did you post it? It's possible it's still waiting to be scanned in.

If the router can't be located, we would need the proof of purchase in order to confirm delivery. If you can find it, it will help resolve the situation.

Chris

[Amymullet]

It was posted around the second week of may. I’m so cross with myself for losing the receipt, particularly when the post mistress said ee is renowned for it! 
why is ee’s system so lapse? I have never had a parcel go missing with post office (I, sure others have) but isn’t it ironic it has on this occasion when I was warned that this is what we do!

if it isn’t ‘scanned in’ until after 1st July, (which is when they are going to charge me for the equipment that I’m sure is already in their care) will I receive a refund?

if not I will be looking to change any contracts I hold with ee

[JimM11]

@Amymullet Yes it's all in the contract and you are covered i believe up to 2 years after the event, it is just the stupid automated system but the NOT having the receipt is the killer proof and makes it the drawn out affair, just no way round it...

Your money is safe, and the stupid package could be anyware that's the problem, could even be back in the EE/BT warehouse already scanned in, and the system still sends you the messages....

[Amymullet]

Thanks for the info- sounds like I just have to sit and hope

[JimM11]

@Amymullet That's about it, apart from keep looking for your proof! You find that and you are done with it in a couple off minutes!