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Returns

Jason1900
Investigator
Investigator

‎22-11-2022 05:40 PM

I upgraded but didn't like the mobile so returned it 3 days later. That was 2 weeks ago. EE received my return and I got the following txt..."Hi From EE. Your equipment has been received in our warehouse and your upgrade has been reversed. If you'd like a new upgrade please call our upgrade team on 150 from your EE phone. Thank you."  I have just tried to upgrade to a mobile I'm familiar with but when I rang, I was told my contract was still active and I will still be charged. They said there was nothing they could do and I would have to try again in 30 days. Can anyone from EE complaints help with this please.

0 Helpful
7 REPLIES 7
Schockwave
EE Community Star
EE Community Star

‎22-11-2022 05:49 PM

Hello @Jason1900 ,

Welcome to the community,

Have you checked your account either online or via the My EE App, to see whether it has been reversed?

Did you tell them that you had returned the mobile and that you had received the text and your upgrade had been reversed?

This here is not customer service but a public forum, where we try to help where we can and there is no access to accounts here.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
Jason1900
Investigator
Investigator
In response to Schockwave

‎22-11-2022 05:54 PM

Hi. I told the guy on the phone that I had confirmation that my contract had been reversed but he didn't want to know, just repeated that I'm still in the contract. My app has not changed yet. I assumed this would happen on the next refresh.

0 Helpful
Schockwave
EE Community Star
EE Community Star
In response to Jason1900

‎22-11-2022 05:59 PM

@Jason1900 , did you speak to upgrade team?  That does seem strange, I would try again, maybe tomorrow, as reversing your account to what you had before should have been done by now, but if in the app it has not reversed itself back to what you had, then that is probably why the person you spoke to said what he said.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
Leanne_T
EE Community Support Team
In response to Jason1900

‎22-11-2022 05:59 PM

Hi @Jason1900

Once your app shows the contract dates have been changed you will be able to upgrade again. When did you receive the text to let you know the phone had been received? 

Leanne.

Jason1900
Investigator
Investigator
In response to Leanne_T

‎22-11-2022 06:07 PM

I received the txt on the 16th November. 

0 Helpful
Jason1900
Investigator
Investigator
In response to Schockwave

‎22-11-2022 06:09 PM

Thanks for your help Schockwave. T was the upgrade team. I'm will try again tomorrow 

Leanne_T
EE Community Support Team
In response to Jason1900

‎22-11-2022 06:12 PM

Please let us know how you get on when you call again @Jason1900

Leanne 🙂