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.

[ReneDanis]

Dear Sir, I now know that you spoke to me last. And without any evidence you labeled me as a fraud. I know the conditions, I know where to call, you don't need to remind me where to file a criminal complaint, every normal person knows, so you don't need to play smart.

[Matt_124]

Hi @ReneDanis 

@bristolian does not work for EE and neither do the majority of us on this forum, and they certainly are not the person you were speaking to on the phone.

This is a customer forum for advice, not EE Customer services. Your issue will not be solved by repeating the same information, no one on here can access your account or do anything about your issue.

I will repeat my previous advice:

"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."

[bristolian]

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@Matt_124 wrote:

"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."

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And to add to this, the formal complaints process allows for referral to external arbitration - referred to as ADR in my previous post.