Ee game card

[Douglas1874]

Hello I recently had an Xbox series x bundle added my contract on the 4th July with included a £160 ee game card which I should of received within 48hrs according to the staff at local ee shop who dealt with me... I still have not received my card 3 weeks later and after calling 150 numerous times and been told wait 3 days then 5 days etc etc... I not happy with this as I'm paying for something I can't use as the 160 ee game card was to get games and an online pass.... Please can someone try and find out why and fix this problem as I'm starting to lose faith in ee.. Yours Mr Douglas *******

[MOD EDIT - REMOVED FULL NAME FROM THE PUBLIC FORUM]

[Lesley_W · Accepted solution]

Hi @Douglas1874 

Welcome to our community. 

I'm sorry you haven't had the help you needed when you called about this.

While we don't have access to your account to help directly with this on the forum, you can see ways to make a complaint here ee.co.uk/help/contact-ee/complaint. The complaints team can look into this further, including your experience so far, and make sure you get a resolution. 

Lesley

[Jutwilts]

Having exactly the same issue and I only purchased it because of the gift card offer ....been told 48 hrs by multiple people on the phone (it's now 96 hrs) and I've also been told 14 days by multiple people on the phone ....also been told to just purchase Xbox game pass and purchase games out of my own money  whilst I wait for the game card !!! If I wanted to do that I would of purchased a Xbox elsewhere ....now going to return it ,once those 14 days have passed you can't return and you could be waiting  forever for them to give you that code 

EE are useless !!!

[Michael_D]

Hi @Jutwilts 

Welcome to the community.

You should receive the text with the EE Game Card details within 2 working days of the console arriving. 

If it hasn't been received in that time, our customer service guides have an escalation process to chase it, which should be received within 5 working days.

If that has happened and you've still not heard anything, I would recommend speaking to our customer service guides again.

Michael

[Jutwilts]

You really shouldn't be giving people  information on here or advice ,it's not 48hrs....it's 14 days ....when you purchase the Xbox bundle it says 48hrs but once you've payed for it you then discover it's 14 days 

Even people at EE don't know the timescale on the game card ,no wonder everyone is confused 🤔 

[Michael_D]

That is the information I have read on the system that our guides would use over the phone @Jutwilts. If you have been told it is 14 days, it is not correct as there is no guidance saying this at all.

If you are not happy with what you are being told, you can raise a complaint about the process.

Michael

[Jutwilts]

On the phone now with a EE associate right now ....just been told 14days again!