Returning a device

[Azi_K]

I had to return a device last Wednesday as the package I received was. a downgrade from what I had previously not because of the device. Now I was told it would take 48hrs max initially, to return and then I can upgrade again but this did not happen . Then I tried again and was told in 3 working days and today I’ve been told upto 2 weeks. I am without a phone as I gave my previous one to my son. I have explained I am not able to view my emails or messages as the phone I am using doesn’t allow me to. They won’t let me upgrade again even though the email from them said they have received my phone last Friday. I callled on Saturday and spoke to an agent who went through the whole speech again as in placing my new order through and said it will arrive by Monday. Monday came and nothing so I had to call again only to be told there was no order places. I’ve been with EE over 20 years and not once have I had issues but this has by far been the worst experience from anywhere I’ve received. Im on hold over 45 mins each time I’m calling and I must’ve called 7 times now and still no where closer. I just want to leave the company as I can’t get them to fast track my case and I’m flying out for a business trip and will be in dire need of my phone. 
what do I do??

[Christopher_G]

Hi @Azi_K 

Welcome to the community. I'm sorry to hear of your experience.

We would need to wait for the equipment to be scanned back in and the upgrade reversed before re-ordering the upgrade. It sounds like you've reached that point already, from the description on your post.

We don't have access to your account here in the community. I can only recommend talking  with our Mobile Care team again to try and find a resolution.

Chris