06-05-2019 01:09 PM
Ok so if somebody orders something to be delivered to their home address and they are already EE customers and have been for years and the delivery address is their billing address why do they need proof of identity ?
I get the need to chck ID for new customers and when excisting customers opt to pick up in store but why when your delivering to an address already being used as a billing address do I need to prove I am me !
And what exactly is the process if a customer doesnt have any of the forms of ID that EE state are accepted ? Are they then excluded from being customers or if excisting customers upgrading ?
Solved! See the answer below or view the solution in context.
07-05-2019 09:02 AM
Good Morning @Dmh62.
I understand this may be frustrating, however this is a policy and agreement with ourselves and DPD to ensure the protection of customers.
If you do not have a passport or a driving license and have something delivered, DPD can accept photo ID from someone with the same last name and be at the address in which the parcel is being delivered to sign for the item.
06-05-2019 01:42 PM
You might live in an HMO, or just rent the address out or...one of various other reasons.
You need photo ID.
06-05-2019 02:03 PM
As I said I get that ID needs to be checked in some circumstances, BUT what if an existing customer doesn't have a passport and doesn't drive are EE saying that they can't ever upgrade ?? (They dont accept any photo ID )
And what if you don't live in a HMO what if you live in a nice little semi detached all on your tod ? Why do you need to prove you are who you are then ?
I just think that there needs to be common sense in policies and to me this particular one smacks of "jobsworth". If an existing customer receives an order conformation a dispatch note and a text message - after all EE should know that the mobile number is the right one they send the bills out lol
06-05-2019 02:15 PM - edited 06-05-2019 02:32 PM
Hi, @Dmh62 and @Northerner I, for one, don't drive and dont have a passport. Others are like me in this respect, too. We can't be refused phones just because our country has the idiocy to not have an identity card system.
Hence, the crazy situation of such as I providing Community Charge Statement, Paper Utility Bills and Employment Payslips / State Benefit Papers to a delivery person then exists... The EE Store would accept this - it has done so before and I'd demand that it did. But the delivery person to my home might not. The delivery company might then be obliged to return the phone to EE. That contract would them eventually be cancelled.
Hence, such as I have to realistically buy a phone from EE in-store so as not to risk not getting it handed to us by a home delivery person. Or, as I do, do the EE upgrade online and have my phone delivered to an EE Store.
Our other option is to buy an unlocked phone from such as Amazon or EBay, etc, or from any shop.
06-05-2019 02:21 PM
It's EE policy. Your address by be used by criminals who intercepted parcels which are delivered. You would soon complain if you are chased for a device you didn't receive.
Some handsets cost over £1k so it's only sensible to see ID from the person who is receiving the delivery. It's common sense, as it protects both you and EE.
As for ID, you would have needed this to take out the contract, so what did you use.
As for the address, it's common for people to use there rental, and have the post redirected to their current address, say if they once lived at that address.
06-05-2019 02:48 PM
So say you used a passport when you took out the initial contract 12 years ago that has now expired and you don't need to renew it ?
Ive never know anyone use a rental house address and then get post redirected to where they actually live - do people really do that ? how bizarre.
How exactly would criminals "intercept" deliveries unless they break in the house ?
Why not send a confirmation text to the registered EE number which you then had to show - when deliveries are made to your own address.
I just think that there is a complete lack of common sense in a rigid policy of ID checking, Im not saying ID should never be checked just that EE (and other companies) need to bring some common sense into the process
06-05-2019 03:03 PM
@Dmh62 you are writing far too much sense. Policy doesn't move along with such sense because reviews of policy are rare. And you need the right person to hear you. And that just so rarely happens.
Anyway, you can go to an EE Store to collect your phone without photo I.D. as I did. You just have to convince them there and then that you have sufficient alternative non photographic evidence to prove that you are you. See my previous post on this thread.
06-05-2019 03:08 PM
@Dmh62 Without photo ID ( something official) prove who you say you are. Anyone can show something with your name on it it doesn’t mean that it’s actually you. Plus that’s what EE have agreed with DPD and DPD don’t know if your a new or an existing customer.
06-05-2019 03:16 PM
I have just been a victim of fraud only yesterday. Although not through EE.
Believe me you never think itll happen to you until it happens.
So why do you want EE not to cover YOU and them to stop fraud from happening.
Believe me you don't want that stress.
I'm out of almost 700 and I may not get it back.
06-05-2019 03:21 PM
Having tried that last year an ending up losing my rag completely with the jobsworth there, I had my work photo ID and a recently expired passport and the little hitler refused to give me the upgraded phone it was only when I rang customer services in the shop and told them - very loudly how obstructive their employee was being that he eventually after being told 4 times by customer services too handed over the phone !!
I just want EE to use some common sense Im not saying they should NEVER check ID of course they should but they need to stop the nonsense
06-05-2019 03:21 PM
@Profile closed Unfortunately if the driver asks for photo ID as they should as thats the agreement with EE and no photo ID is provided then the driver has the right not to deliver the item. It does state that delivers will require photo ID so if you don’t have it why continue with the order.
06-05-2019 03:25 PM
EE will only accept certain photo ID though I have a work smart card with ID and payslips to prove that's me but that isn't good enough for them the whole situation is ridiculous. Im not saying they should never check ID but there has to be common sense and there isn't .
The probability of someone hacking my EE account to make an order and somehow stop the email confirmation of order and/or change of details coming through to MY email, then breaking into my house to intercept the delivery having somehow convinced EE that I am using a different mobile number than the one they have for me so being there at exactly the right time and of course timing it so its a time I am not there is I think a little bit low !!
06-05-2019 03:28 PM
I won't be any more !!
Its not the photo ID that is the issue its the rigid list of ID they accept, if a stranger walks into an EE shop then fair enough but if you are delivering to a registered address then they need to rethink the policy
Or do you think that if someone doesn't drive and doesn't need a passport they should be barred from owning a new phone etc. ?
06-05-2019 03:34 PM
Im sorry you have been the victim of fraud but my point is still valid, if an existing customer orders something to be delivered to their home address then the probability of some criminal idiot being able to hack their ee account and place the order, then somehow change the details on the account without EE notifying the customer so they get the confirmation email then change the registered EE mobile number to some other one so they get the text message, then get the homeowner out of the house at precisely the right time, then break into the house to take delivery is I would suggest is probably infinitely small !
Im not stupid I know that there are people out there who will think nothing of defrauding people but there has to be proportionality in policies and there isn't - or maybe there is but EE dont communicate that sufficiently well
06-05-2019 03:35 PM
@Dmh62 Yep never happens HERE and HERE are just 2 that I found in 30 seconds and I know there is more. Before you saying it’s different to what your on about it’s not as it’s still fraud. Gaining goods by the means of deception.
06-05-2019 03:43 PM
As I have already said I am not stupid I know that there are morons out there who think they can take what ever they want my question was why is the ID policy for deliveries to existing customers homes so ridiculous
As those posts demonstrate when somebody changes their details online they are informed by EE so if somebody changed details n y account and placed an order I would know and be in a position to do something about it
You are all so focussed on photo ID - that can be counterfeited you know, why not just go the whole hog and demand DNA testing lol
06-05-2019 04:17 PM
It isnt small it happens.
Let's say I was a con man.
I got hold of your details but never had ID in your name.
I go ahead and order myself a £1k+ phone in your name. Get it delivered to me. No ID is asked for because as you say you have had a EE account for 12 years.
I then obviously get a free phone you are then stuck with the bill as it's in your name.
Will you expect EE to then just cancel the contract so you dont pay it? No of course not.
They are protecting you and themselves.
06-05-2019 04:35 PM
When did I say it was "small" and when did I say it didn't happen ?
so how exactly is your master fraudster going to
1. Change the contact details on my EE account WITHOUT EE informing me , using the original details ?
2.Intercept the message with the delivery slot?
3. Get me out of the house at the right time?
4. Break into my house to be there when the delivery driver arrives without any neighbours noticing ( assuming of course you live in an area where people still talk to each other as I do)?
I asked a pertinent question because security is important but insisting on photo ID is not always the most appropriate way
06-05-2019 04:39 PM
You are asking them to hand over thousands of pounds worth of merchandise without any form of security.
And read your responses you said it not that likely. Well it can happen. It does happen as @Chris_B has pointed out.
I just dont know why you want to put yourself at risk of being out of money. Because it ain't good especially when you dont have it to lose.
I honestly felt like jumping off a cliff yesterday.
ID is the best way to make sure it was you that ordered that phone.