Returning a phone getting lost in transit

[Bbradderz]

Hi, 

I upgraded to a new phone and in my package was an envelope to pop my old phone in and to send it off to EE, I did exactly that with the address sticker on the envelope and gave it to Royal Mail as requested, two months later I’ve received notification that I’m being charged for the phone which tells me that it’s not been received, I have spoken to a member of EE who has been lovely and said that they’ve passed it on to the right team to help fix it and should have an answer in 2-3 working days but I’m so anxious I’m still going to get charged the money which I cannot afford, does anyone have any advice? Thank you 

[Christopher_G]

Hi @Bbradderz 

Welcome to the community.

You've done exactly the right thing in speaking to our Mobile Care team, they'll look into it and get back to you. Keep us posted here on what happens please.

Chris

[andandju]

Exactly the same has happened to me. The tracking number shows it is at a depot in Warrington. I sent the device in the package provided by EE. This was in September and I am no further forward. The charge for the phone shows on my bill each month, I have to cancel my direct debit and pay my actual bill via card payment. EE blame Likewise(the returns company) and vise versa. Likewise have stated to me that the phone is lost as have Royal Mail.  Three different billing agents have assured me each month it's sorted and the charge will be removed but it never is. I am now starting to think this is a scam, I am forwarding my ordeal to Martin Lewis to investigate as I am getting no joy from EE. 14 years I have had phones with them for the family at £200 plus a month. I think it is disgusting how they are treating people in this situation. The agent said to me there was no system in place if a phone is declared lost. At least I have recorded texts to say the issue is resolved as proof. Even though it's not. 

[Christopher_G]

Hi @andandju 

Welcome to the community.

I'm sorry to hear of your experience with this so far. Because you've spoken to a few people about this already, it may be worth filling in our complaint form. The Complaints team will then look into this and contact you to discuss it.

Chris

[acars1]

I've had same issue with a device. I changed my mind on an upgraded phone in Nov 2024. I called to return device and posted back to EE as instructed on 5 Dec 2024. I received a letter on 14 Jan 2025 indicated the package had arrived at warehouse but phone was not in the package.  I've been trying to resolve this issue for over a month with no conclusion. Really frustrating!! I continue to be billed for a phone I do not have. 

[Katie_B]

Hi @acars1, 

Welcome to the EE Community. 

I am very sorry to hear this has not yet been resolved for you. 

When was the last time you spoke with our customer care team?

Has a recent update been provided?

Speak soon, 

Katie

[acars1]

I get emails and they have indicated they have tried to call me but I've not received the calls. Channel return team only available 8-6pm which is working hours for me. I've also tried chat as well as 150 but not able to progress issue. Raised 2nd complaint today with online team. Any help you could provide would be greatly appreciated. Currently paying for a phone I don't have.

[acars1]

Pending Job No. 497885 RE: Fwd: Albert DSR Return Query - Device Not Received

[Katie_B]

Hi @acars1. 

It sounds like you have followed the right steps. 

Our online complaints team should be in touch soon and will be able to update you on this. 

Unfortunately, we have no account access here on the EE Community to be able to investigate this further. 

If you could keep us posted on the outcome that would be great. 

Katie