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*Formal Complaint – SIM Card Not Delivered / Request for Billing Adjustment*
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Dear EE Customer Service,
I am writing to raise a formal complaint regarding my mobile service with EE and to request a billing adjustment for the period during which I was unable to use your service.
On *4 February 2025*, the phone that contained my EE eSIM became damaged and unusable. As I did not have a physical SIM card to insert into another device, I placed *four separate orders* for a replacement SIM card. I received confirmation emails for each order, but none of them were delivered.
Only after I submitted a complaint more than two months later, I finally received the physical SIM card and was able to resume using my service.
During this time, I was unable to access mobile services, make calls, or use data – despite being billed regularly. Since the issue resulted from EE’s failure to deliver the necessary SIM card, I kindly request the following:
1. A *refund or billing credit* for the period of interrupted service (from 4 February until the date of SIM delivery).
2. Confirmation that this will not negatively affect my account or credit status.
I have attached copies of the confirmation emails as evidence of the failed SIM deliveries.
Please confirm receipt of this message and inform me about the next steps. I look forward to your prompt and fair response.
Kind regards,
Tomasz
[Mod Edit: Removed personal information from this public post]
