EE unable to provide return bag

[Davidhunt45]

A few weeks ago I  decided to stop my Smart Hybrid Connect  add on as really don't need it. I received confirmation that the service would be stopped although my next bill forecast still includes the £7 monthly  charge. I was told I would need to return the equipment and a return bag would be sent out. I have now requested 3 or 4 return bags not one of which has turned up. The  latest discussion on 150 said that another bag would be sent and I would be able to track it. However they are sent out  by Royal Mail 2nd class so no tracking information is available and the one number that appears if you select tracking says access denied. I have literally spent  hours via 150 or on line messaging and I keep getting the same answer  - all we can do is to send out another bag which I won't be able to track or will probably not turn. Eventually EE will claim I have not returned the equipment and I will be charged £80. How do i escalate this - does anyone  have the MDs e mail.  Can anyone Help

[Chris_B]

@Davidhunt45  when you call customer support doublecheck that they’ve got the correct address.  If find it difficult to believe that after 3-4 attempts to get a return bag you’ve not got one. 

 Also the CEO of EE isn’t customer facing so you will not get a reply even if you do email him.    And you’ve not been given his email address on here. 

[Davidhunt45]

Every time I have spoken to EE I have confirmed the address and it is the correct address on all  the orders for the bags. If the MD is not community facing what about the head of customer services email. I agree that it is ridiculous that they are incapable of sending me a return bag

[Customer_404]

@Davidhunt45 

The complaint process is here: https://ee.co.uk/help/contact-ee/complaint

[Davidhunt45]

I have finally received a return bag and will be taking it to the Post Office today's. I am probably being paranoid but I have not had a good experience with EE and I see there is a customer reference number on the label but this is not the same as my account number. How could I verify my customer reference number ?

[Chris_B]

@Davidhunt45  you will not be given anybody’s email address on a public forum.  Other people will see this and just think it’s there for them to use and then anyone else having a problem will be one of many who will bombard that email address expecting a response from their email.