I accidentally lost my phone

[ReneDanis]

I pay my bill regularly. I accidentally lost my phone 📱 two months ago I explained my incident to everyone and EE called me a fraud. I have a policy on my phone which says I can use it four times in 12 months. And some guy who spoke to me last time was ironic he asked me a few things and turned off my phone and then sent me an email and called me a fraud. I am not happy at all at the moment because I still have to pay for a phone that I still don't have.

[Katie_B]

Good morning @ReneDanis. 

Welcome to the community. 

I am sorry to hear you have lost your phone. 

Did you have insurance in place directly with EE or a third party?

For Full Cover Insurance we will accept a total of two successful claims in a 12 month period for Loss and/or Theft. 

Terms for Full Cover Insurance can be found HERE.

Speak soon, 

Katie

[ReneDanis]

yes I have my insurance which was on Monday I will deny it I lost one phone and then I lost the second one by mistake and the second one I didn't get the second one if I am entitled to the second one I didn't get any second one and instead you denied my Insurance I am not satisfied at all you have definitely identified me as a fraudster you have no testimony you have no witnesses you have nothing at all and yet you have identified that the person is a fraudster I have been paying everything regularly for quite a long time I have never cheated anyone I have never been convicted I have never been in court. And yet you made me a fraudster which I don't like at all the last time the gentleman who last spoke to me did it when I had an appointment Insurance. He told me three times that he didn't understand me when I told him my situation and then hung up on me and made me a fraudster I don't like this at all

[Northerner]

Hi @ReneDanis 

As per the policy wording you'll need to complain. 

If your complain cannot be managed within 3 days then the insurers will have 8 weeks to reply. If you are still unsatisfied after this period you can escalate yor complain to the financial ombudsman service.

Thanks 

[ReneDanis]

Hello, yes I have full insurance, I lost the first one, so I lost the second one, exactly as you write, I would be entitled to the second one, but instead of getting the second one, you immediately called me. Insurance office, so I don't understand why and I don't understand the behavior when I last spoke to the gentleman who identified me as a fraudster, I don't like this at all, I'm wondering if I should file a complaint and a criminal report.

[Katie_B]

Hello @ReneDanis. 

Did the agent advise you would need to visit your local store with photo ID to validate your account?

Was security passed when you called?

Katie

[ReneDanis]

no no one told me anything. why should i verify my passport? i am entitled to use two products in the insurance in 12 months. and instead of getting the second one the gentleman labeled me as a fraudster at the moment i don't know what to do i don't know how to get the insurance back i need all of it because i think the gentleman who spoke to me last time didn't act correctly

[Matt_124]

If you're not happy with your insurance, you will need to make a complaint with the correct team as it is a financially regulated product.

You will find more details HERE on the process.

[ReneDanis]

Dear sir, it's been a long time, I've been waiting for two months to sign up for insurance, I think the gentleman who last spoke to me about my lost phone situation didn't act right. He told me three times on the phone that he didn't understand me and then called me a fraudster, I don't like this. When a person doesn't understand someone, how can you call him a fraudster? I've never been punished in my life, not even in court. I throw myself into work, I pay everything regularly so that my wife and I and my family have everything in order. I disagree and I want the insurance to be returned and I want it to be done as quickly as possible. 8 weeks is quite a lot. I also have to pay something that I don't have at the moment. It doesn't seem fair to me. That's why I'm looking for the law and wondering if I should file a criminal complaint. Tomorrow I have a session with a lawyer who will advise me on what to do. I'll show the contract for both the phone and the insurance and we need to discuss it because I think this is not fair.

[bristolian]

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@ReneDanis wrote:

That's why I'm looking for the law and wondering if I should file a criminal complaint. Tomorrow I have a session with a lawyer who will advise me on what to do.

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Courts will look favourably on any civil litigant who has first exhausted any ADR (Alternative Dispute Resolution) scheme that's available, in this context that means following EE's formal complaints procedure first. Conversely, you should be prepared to explain to any judge why you've not done so, if you choose otherwise - courts generally encourage formal legal action to be a last resort.

Criminal offences should be reported to the Police on 101.