Hi,
I would like to formally raise a complaint through this channel.
I'm customer since 2020 and I've been having serious problems with EE, and I haven't been receiving the right attention and any help to resolve my issue.
On 18/01/2026 I have contacted EE to pay off my device - IPhone 16 Pro max and upgrade for a Google pixel 10 Pro XL and also purchase a Google pixel watch.
I've spent nearly 4h on the chat with the assistant going through all the process. I also explained that I was going on holiday soon and I needed the device ASAP.
The assistant reassured me stating that the device would be delivered on the next day (Saturday) in the EE store. Please note that I ONLY decided to go ahead because the advisor CONFIRMED that the device would be delivered on the next day.
I then contacted the EE store in the next day, and I was informed that my order wasn't there. I questioned the store manager if they had the device there available, so I could purchase it directly with them to avoid any delays. He told me that "yes" it was an option, I just needed to request the cancellation with the EE customer service.
I requested the cancellation, and then I drove to the Carlisle store, ready to go ahead AGAIN with the whole process. As soon as I arrived in store, I was advised that I couldn't do it because the delivery was still showing pending in the system.
I decided then to cancel the order at all.
At the same day - 19/01, I contacted Google store and I purchased the device directly with them.
On the next day, I spent over 3h AGAIN explaining that I just wanted the internet plan for my 2 lines, and also keep the insurance for my second line.
By the end of the assistance through the chat, I received the contract for the lines, where the insurance hasn't been added on. I explained this information to the advisor and he kept stating that the insurance was added - even though the contract stated that no insurance has been added to the line.
I decided to CALL the customer service and explain AGAIN the reason for my frustration. The manager apologised stating that it was a system issue and if I wanted the insurance, I would have to CALL AGAIN in the next day to request it.
At that stage, I couldn't face ANY MORE stress so I said no, and I also informed that I would request the insurance DIRECTLY WITH MY BANK.
I was offered a £20 as a gesture of good will - which I think it's a joke compared to the amount of time I had spend contacting EE for a simples resolution and the amount of time I had to repeat myself to explain the situation.
Anyway.
Since then, my account shows an incorrect information.
I have NEVER RECEIVED ANY DEVICE FROM EE - GOOGLE PIXEL 10 PRO XL OR GOOGLE WATCH. I ALSO DIDN'T AUTHORIZE THE INSURANCE ON MY ACCOUNT.
However, that is not what is showing on my bill. My bill shows a Google pixel phone and also a Google pixel watch.
I refuse to contact EE AGAIN and spend another 3h trying to resolve that. I genuinely can't understand how or why is so complicated.
The lack of respect, empathy and commitment to put this right is embarrassing.
I exhausted all my patience trying to resolve this, and for 1 more time I'm seaking for answers and also get this ridiculous situation resolved.
EE is not doing me ANY FAVOUR. I paid for my devices, I pay for my bills in date and I never ever missed one payment in nearly 6 years.
I haven't been heard.
I haven't been respected as a customer
I haven't been treated fairly.
EE has a duty of care.
For one last time I demand to have my information rectified.
I'm also awaiting for the response of the complaint I formally raised.
