Why is it so hard to return my device

[Keironuk]

I have rung ee 6 times now (twice they hung up on me after putting me on hold) as I decided to return my ee broadband mobile kit a day after I got it as the signal in my area is just no good for it but trying to return it seems so difficult as so far they said they would send a qr code to.my email that never happened and 3 times on the phone they said they would send me a returns package in the post that has not happened yet either. It's been nearly 3 weeks since I cancelled online and received nothing yet you was super quick to send out a router within a day but are super slow at handling returns. Also you have taken £100 for the router in the first place and £50 for the direct debit so im owed £150 too but it feels like its being dragged out so I end up keeping the item or something which will not be happening so I just want to know is where is my returns package I want to be able to return it before you end up taking another £50 out of my account.

[Peter_W · Accepted solution]

Welcome to the Community, @Keironuk.

Just to reassure you first of all, your initial returns request will have been logged, and if these issues persist past your initial 14 days your return would still be honored.

So we can be 100% sure, have you checked in your spam / junk folder to make sure you haven't received your returns email here?

Provided that's all fine, the best course of action will definitely be the best to give us another call, and we can investigate further what's showing at our end. 

Alternatively, you can also find details on how to raise this as a complaint here:

Make a Complaint | Contact Us | EE

Peter

[Keironuk]

Well its been another week 7 phone calls and you said last week you would send returns package for 3rd time yet low and behold I have received nothing it has nearly been a MONTH since I asked to return it and you have sent me nothing to return it in after asking 4 times for something g to send it back in and you saying g your sending something and 7 phone calls what are you goi g to do about this? I have had this added to my credit report now when I aint even keeping it.

[Lesley_W]

Thanks for the update @Keironuk 

I understand your disappointment that this still hasn't been resolved. We don't have access on your account here on the forum, so we can't see why this hasn't happened.

Did you make a complaint as @Peter_W suggested above? This would be kept open until everything is resolved to give you peace of mind that it's being looked into. 

Lesley