Return of Equipment "not received"

[digitalmess]

I am repeatedly getting emails and texts saying I have not returned a faulty hub when I sent it back weeks ago and have confirmation of certificate of posting.  I have just tried to ring EE customer services and as soon as I started talking to them about my problem, I was cut off.  I was not rude - I just think they did not want to deal with the query.

I rang back again - the wait time is 45 minutes.

I am at my wits end with EE.  I have had so many problems with them since I moved my BT contract ended and I had to take an EE contract.  Some people in Customer services are excellent but others seem to be making things up as they go along.

I feel harassed by the texts and emails and I have done the right thing in returning the hub.

Is there anyone/department I can call direct to solve this problem?

[JimM11 · Accepted solution]

@digitalmess It's the only way to do it, calling CS to get the detail of your return logged by them, there is no email to record, will copy the link to the complaint form, if you fill it in, put the reference to the postal return, that may guide them to find it.

Fill out our complaints form | Help | EE

Just go to the webform once opened.

[digitalmess]

Many thanks for your help - I will get going on this soonest.

[digitalmess]

Hi JimM11

Just wanted you to know that you solved my problem for me.  BT/EE phoned me up and confirmed they had received my old hub and I would not longer get emails/texts about it.

Thank you so much for your help.