Not sure if this is being posted in the correct forum but hopefully somebody can advise.
I ordered a new phone on a 24 month contract with EE through e2save a few weeks ago.
I was then sent 2 phones.
I contacted e2save to advise that they seemed to have duplicated my order - they advised that I had ordered 2 phones under different order references which I hadn't.
I received 3 separate emails when I place my order - one confirming that the order had been received, one saying it was being processed and one saying it had been dispatched. This was for the phone that I had ordered.
The only email I received for the 2nd phone was that it had been dispatched. I didn't receive an order received or order being processed email.
When I contacted e2save, they advised that I must have ordered 2 phones. I said I hadn't but they were adamant that I had. To order 2 phones I would have needed to re-input all my details again which I definitely did not.
I returned the 2nd phone to e2save as requested - this was at my own cost.
I have registered a complaint with e2save as they are effectively accusing me of ordering 2 phones and not just one. I now have 2 direct debits coming out of my bank a/c, one for the phone sent to me in error which has been returned to e2save. I believe this is a breach of the direct debit guarantee as they did not have my authority to set this up but I don't want to just put a stop to this second direct debit in case it affects my contract with EE for the phone that I did order.
I've not heard anything back from e2save about my complaint or about the phone returned to them. I'm now paying for 2 phones due to an order processing error by e2save. I will of course make a separate complaint to the ombudsman if needs be
Is this something that EE can resolve or do I need to persevere with e2save?
