Complaints

Lion13
Investigator
Investigator

‎05-09-2022 05:19 PM

I want some one to contact me regarding a complaint after being told I didn’t take insurance out with yourself yet I did 

0 Helpful
14 REPLIES 14
XRaySpeX
EE Community Star
EE Community Star

‎05-09-2022 05:22 PM

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
Chris_B
EE Community Star
EE Community Star

‎05-09-2022 07:13 PM

@Lion13   If you look at your online account under add ons does it say you have insurance? 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Lion13
Investigator
Investigator
In response to Chris_B

‎05-09-2022 09:46 PM

It was on my last contract I have taken another one out now and I took the insurance out over the phone in 2020 when we had another company they used. I told the lady I always pay for the insurance they offer you she said I had none but I do. As Iv just found the payments.

Thanks

Sent from my iPhone
0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Lion13

‎06-09-2022 08:13 AM

Hi @Lion13,

Welcome back to the community. 🙂

Did you request insurance when you upgraded? It doesn't carry over automatically.

James

0 Helpful
Lion13
Investigator
Investigator
In response to James_B

‎06-09-2022 08:52 AM

Yes Iv got insurance I always take it out my phone broke I contacted ee to get my phone fixed and they said I didn’t have insurance I told the lady I always pay for insurance and Iv just found my later and the insurance that they took out for me Iv never done it off my own back 2 years ago it wasn’t ee that did the insurance it was another company they sorted it through but was taken out with my policy through there system so would be on my details.

Sent from my iPhone
0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Lion13

‎06-09-2022 08:54 AM

Hi @Lion13,

Have you insured your device with a third party, rather than direct with EE?

Do you have an insurance payment on your EE bill breakdown?

James

0 Helpful
Lion13
Investigator
Investigator
In response to James_B

‎06-09-2022 08:58 AM

Iv not taken insurance out personally they took the insurance out for me.
This is for my last contract phone as I had to early upgrade due to a damaged device they said was not insured.

Sent from my iPhone
0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Lion13

‎06-09-2022 09:00 AM

Hi @Lion13,

If you took insurance with EE, it would have been cancelled when you upgraded to a new phone unless you requested insurance when upgrading.

James

0 Helpful
Lion13
Investigator
Investigator
In response to James_B

‎06-09-2022 09:07 AM

I’m paying for insurance for my old phone still the phone that was taken out with them

I have a new insurance for my new phone as like I say I always take cover as they are damage easy

Sent from my iPhone
0 Helpful