(Sun, 14 Dec 2025 11:09:00) EE :
You're now connected with one of our Guides. They’ll just be a couple of
minutes while they check your account so they can help you with your query.
(Sun, 14 Dec 2025 11:10:21) DIVR Messaging : Hi, you're through to Pradeep, your EE Billing Messaging Guide. I appreciate
you contacting us through messaging. How may I help you today?
(Sun, 14 Dec 2025 11:11:31) Matt ripley : Hi, I have recently made 2 complaints regarding the delivery of my switch 2. As
I never received it I had a box delivered with the camera and joycons but no
switch in the box asked if it was bringing delivered separately and was just
told one box had been delivered! I have had no feed back on the complaints just
a text to say it’s closed
(Sun, 14 Dec 2025 11:12:19) Matt ripley : This was purchased for my son from Santa! And he doesn’t have a switch 2 I am
so worried about this
(Sun, 14 Dec 2025 11:13:38) DIVR Messaging : I am sorry to know that you haven't received the order for the Switch yet. I
can imagine the significance of this order as it was supposed to be your son's
Christmas present. I will certainly check this in your account and help you
with the correct information.
(Sun, 14 Dec 2025 11:13:55) DIVR Messaging : Can you please confirm your full name as it appears on your EE mobile account?
(Sun, 14 Dec 2025 11:14:25) Matt ripley : Matthew Ripley
(Sun, 14 Dec 2025 11:14:32) Matt ripley : 07788259902
(Sun, 14 Dec 2025 11:15:03) DIVR Messaging : Thanks for confirming. I will be doing a quick verification to ensure the
account security. I am sharing One Time Pin on your registered mobile number.
Could you please share it with me?
(Sun, 14 Dec 2025 11:15:32) Matt ripley : 4039
(Sun, 14 Dec 2025 11:16:31) DIVR Messaging : Thanks for the pin. Please allow me a few minutes to review the details of this
order in your account. While I do that, would it be okay if I address you by
your first name during our conversation?
(Sun, 14 Dec 2025 11:17:26) Matt ripley : Yes Matt is fine
(Sun, 14 Dec 2025 11:18:16) DIVR Messaging : Thank you, Matt. I appreciate your patience. I have checked your previous
complaint about this order and have reopened it for you. This is the complaint
number: 28642025 for reference.
(Sun, 14 Dec 2025 11:20:02) Matt ripley : So what do I do next !
(Sun, 14 Dec 2025 11:20:47) DIVR Messaging : I can see that the order for the Switch 2 was placed on Nov 29. This is the
tracking ID: 15501940083509 for it. On DPD's website, it shows to be delivered
on 4th Dec and a picture has also been attacked to it by the delivery person.
Can you please confirm if this is the parcel where you received the camera and
joy cons and the console was missing from it?
(Sun, 14 Dec 2025 11:21:35) DIVR Messaging : You can use the tracking ID on DPD's official website to look for the details
yourself. Let me know once checked so that we can proceed with the appropriate
resolution.
(Sun, 14 Dec 2025 11:22:10) Matt ripley : Yes I had that brown box but only contained the camera and joycons cons
(Sun, 14 Dec 2025 11:22:39) Matt ripley : I contacted to see if it was coming in another delivery but had nothing back
(Sun, 14 Dec 2025 11:23:10) DIVR Messaging : Alright! Thanks for confirming. The order was supposed to be in a single
package. Please allow me few minutes to check this for you.
(Sun, 14 Dec 2025 11:23:46) Matt ripley : I can confirm that the box delivered only contained the camera and joycons I
provided a picture of what was in the box at the time
(Sun, 14 Dec 2025 11:24:47) DIVR Messaging : No need to worry, Matt. I totally understand your point. Please allow me a few
minutes to check how this can be sorted for you as quickly as possible.
(Sun, 14 Dec 2025 11:24:56) Matt ripley : Thanks
(Sun, 14 Dec 2025 11:27:19) DIVR Messaging : You're most welcome.
(Sun, 14 Dec 2025 11:30:16) DIVR Messaging : Thanks for waiting, Matt.
(Sun, 14 Dec 2025 11:34:02) DIVR Messaging : I have checked the response of the previous request we made to investigate the
issue.
(Sun, 14 Dec 2025 11:35:38) Matt ripley : Okay
(Sun, 14 Dec 2025 11:36:57) DIVR Messaging : When you initially contact us on 4th Dec, we raised a request for the
investigation. On 5th Dec, the team have confirmed that the delivery was made
correctly. I understand that you are not happy that you haven't received the
console, and if you wish to escalate the complaint further, I can connect you
to my manager as the next point of escalation. Would that be okay?
(Sun, 14 Dec 2025 11:37:19) Matt ripley : Yes please
(Sun, 14 Dec 2025 11:39:56) DIVR Messaging : Sure, thanks for confirming.
(Sun, 14 Dec 2025 11:42:02) DIVR Messaging : Good morning Matt.
(Sun, 14 Dec 2025 11:42:14) Matt ripley : Morning
(Sun, 14 Dec 2025 11:42:23) DIVR Messaging : I'm supervisor Karan from the complaint support, I'm sorry for the hassle.
Please allow me 1-2 minutes while I review the details.
(Sun, 14 Dec 2025 11:42:33) Matt ripley : Thanks
(Sun, 14 Dec 2025 11:45:49) DIVR Messaging : Appreciate your patience Matt.
(Sun, 14 Dec 2025 11:46:07) DIVR Messaging : I've reviewed the details, I'm sorry for the hassle caused.
(Sun, 14 Dec 2025 11:47:18) Matt ripley : It’s just the worry Santa won’t have a switch 2 for my son
(Sun, 14 Dec 2025 11:48:41) DIVR Messaging : I understand your concern Matt, we have already raised same concern with the
team and post investigation they confirmed complete set was delivered to your
registered address.
(Sun, 14 Dec 2025 11:50:28) Matt ripley : They confirm a box was delivered to my address! They don’t know what was in
that box until I opened it.
(Sun, 14 Dec 2025 11:52:29) Matt ripley : So please explain my next steps as there was no switch in the box delivered
(Sun, 14 Dec 2025 11:53:56) DIVR Messaging : Was Switch 2 order originally placed over the call or via online from your end?
(Sun, 14 Dec 2025 11:54:11) Matt ripley : I will need to purchase another one and invoice EE/ DPD. Please can you inform
me who this should be sent to
(Sun, 14 Dec 2025 11:54:22) Matt ripley : Online through my APP.
(Sun, 14 Dec 2025 11:55:10) DIVR Messaging : Okay, as the investigation was already done by the dedicated team Matt, there
is no requirement to send invoice anywhere.
(Sun, 14 Dec 2025 11:57:17) Matt ripley : Well what do I do then! As currently you are saying a box was delivered to my
address. There was no switch2 I will no be paying for 2 switches because one
has been misplaced.
(Sun, 14 Dec 2025 11:57:42) DIVR Messaging : Trust me Matt, if there is any alternate option to it. We'll be happy to help
you. The best we can do from our end is raise your issue with the dedicated
team to investigate team which was already done. Hence, there is no alternate
option.
(Sun, 14 Dec 2025 11:58:07) Matt ripley : So what’s happens now?!?
