Phone not delivered - being charged for contract.

[HelensS9]

Im posting this here as I want a trail in case my issue goes like some customers and ee fail to cancel my conteact. 

I've been a customer years so decided to upgrade, I got a super deal, probably too good to be true as my phone was turned around at Leicester dpd depot and sent and signed for at Milton Keynes (70 miles away) shop.

Initially the agent said id signed for it! But then found out it was signed for at this shop. I could go fetch it!

At the end of it all i cancelled as there was no offer to  resend my phone again I think the offer was too cheap and someone recalled it. 

After escalating to a complaint the manager offered me a deal for £11 more a month! 

Ending the conversation with cancellation she then went on to say the account will automatically cancel as the phones not accepted in 5 - 7 days then ill go on my old plan and can get my PAC code and then I'll be refunded all the extras I've paid. 

However 2 hours later I get a text to say my new plan is live! 

Its been an absolute shambles and Im now worried they will just keep charging me. So I cant go buy a new phone  and my number is locked here with EE. 

Im  conscious of the 14 days cooling off and counting the days . 

[bristolian]

There's a few unknown elements in this post that, for me, matter and are fundamental to what the advice should be,

What address did you provide for delivery of the phone when you ordered it? In other words, has this been delivered as requested, or is the tale about delivery to the shop relevant because that's a mis-delivery?

You mention about obtaining a PAC - does this mean you've provided a PAC as part of the order? If you have, it should be sat in a pending state for 30days from being provided - what happens if, at the end of that 30day period your SIM hasn't been activated, I'm not sure on and is an unusual scenario.

The statutory 14days "change of mind" right of return applies from the day after delivery is completed. Refer to point 1 - if you requested delivery to the shop, then technically this is already counting. If the shop is a tale of misdelivery, then until the goods are delivered to the requested address (which they therefore haven't been yet), then the 14days hasn't even started.

[Ali_A]

Hi @HelensS9 

Sorry to hear your phone upgrade hasn't gone through as planned. 
 

You usually have 7 days to collect the upgrade device from the store. If the device is not picked up from the store by this time it will be returned to the warehouse and upgrade cancelled. 

In the mean time, during those 7 days for the device to be collected, the other parts of the upgrade will continue to go through as normal. Which is why your plan has change has continued to go through. 

Once a delivery is arranged, it's not possible to change the location. This is for security. 
So the only option is to cancel the upgrade and place a new order with the preferred delivery address. I can appreciate the selected store is quite a distance from you, so if you're not able to pick up the device, you can wait for it to be returned to us and upgrade reversed. Then place a new order if you wish to go ahead.  

If you'd prefer not to wait, you can try giving the store a call to ask if they can return it sooner. 

Just one thing It's worth checking the deals once the upgrade has been reversed, as it will only show standard deals while you have an upgrade in place. 

Ali

[HelensS9]

Thanks that does actually make more sense than what ive been told so far. 

Ill try the store. 

[HelensS9]

My home  address was the delivery address. The phone on dpd website reached their depot but then the update stated ' EE requested return ' 

It was never out for delivery or came anywhere where near my county of residence. 

When I spoke to EE they initially said it was delivered but then said it was to their Store which is 70 miles from where I live. 

At no point did the agent offer to send me another phone they said it has to come back to them from the store then it will cancel and ill have to go through a reorder 

At this point I just wanted it cancelled so I can move to another network.

Hope that makes sense

[HelensS9]

Do you have a number for this store 

This is what i was given but I cannot find a number 

Ee Limited Consumer Pin, Harding Road, Gate 3, Milton Keynes, MK100EE 

On further search it just looks like a delivery hub. ?

[Ali_A · Accepted solution]

@HelensS9 

This is our returns centre.  

As parcel tracking shows "EE Requested Return" it means it will be on its way back to EE already, with the upgrade itself being reversed a couple days after it's arrived at our warehouse. 

Once the cancelation is complete you'll receive a text message to confirm. You can then contact the upgrades team to place the order again. 

Ali