31.05.22
I am writing as I have informed by an EE provider Mandy to write a description about my additional charge/ complaint
I was advised I had to return my IPhone 12 pro max as I doing a trade in. I was advised to return the phone completely blank with a factory reset. I then signed a waiver and told I wasn’t allowed to send the phone with my apple ID disabled. The colleague I spoke to at the time stressed I would be fined if I sent the phone with my things still on there.
I was told I would receive a bag to return my phone by May 11th. I then got a text message advising I haven’t returned my phone so an additional charge would be applied to my account. £548.62 to be precise. I then called EE on the same day of receiving that text and was assured by a different colleague that it was just a reminder he told me it was likewise that send out the bags so I need to contact them.
Once calling likewise they advised they would send out another bag, likewise made me aware they are not responsible for any charges they do not deal with anything like that they only send out the bangs and arrange the returns. It would be EE that deal with things like that.
I had tried on multiple occasions to disable and reset my phone but wasn’t able to.
I then rang EE again to ask for support they talked me through a few ways to do this and then advised maybe try tomorrow once your phone had been off for 24 hrs. After a few weeks of going back and forth with EE, I asked if I could send my phone in as it was I was advised no as I signed a waiver and they don’t know whether or not that was inflict on paying a fine. I then suggested what if I gave my phone into a phone shop. They said it was up to me I had the bag so I could send it whenever. After speaking to apple, friends and family, EE technical support I felt the only other thing I could try was a phone shop to swipe the phone clear.
I then received the charge on my account without no warning, email, text or phone call.
The same day I rang up EE and spoke to Mandy to raise a complaint. Mandy made me aware that the calls were not logged on the system of when I asked for technical support. Mandy also confirmed this is a manual thing that EE colleagues would do. Which is absolutely disgraceful. I explained to Mandy my situation and she advised didn’t know one say to you send the phone as it was I responded advising no one at any point mentioned this in fact they said I would be held accountable for any additional charges.
Mandy then said she spoke to her manager who has advised they will look into deferring the charge once I had sent the phone back. Her manager was on another call so she said she would call me back the next day. I explained I was really concerned about this whole process as I initially didn’t even want to do an upgrade but obviously the sales team told me this would be the easiest option as I would receive the IPhone 13 and be able to set it all up brand new.
Mandy then called me back the next day which was Tuesday 31st the same day I write this letter. She advised on her side looking at the Iphone 12 it has been disabled so just send the phone back as is with this supporting letter. I advised her all my things are still on there, she advised as long as it is disabled It doesn’t matter. She advised she would personally be dealing with my complaint. She advised she will also be speaking to likewise to explain the situation so that I get my money back.
