Battery Pack delivered instead of upgrade

[Sunahus]

I am feeling very desperate and devestated and hoping anyone can help if they have been in the same position. here is the complaint email I sent EE "

I am writing to express my extreme dissatisfaction with my recent experience upgrading the phones on my business account. After being a loyal customer for over 20 years, this situation has left me feeling frustrated, misled, and without confidence in your customer support process.

A few days ago, I upgraded my phones through your business service. Brian, your representative, was helpful in recommending a suitable plan that included two iPhone 15 devices, two iPads, and corresponding SIM cards. However, when the delivery arrived, we discovered that while the iPads and SIM cards were included, the phones were not. Instead, we received two packages containing four "4-in-1 battery pack chargers" in boxes.

I immediately took photos and contacted your support team, speaking to an operator based offshore. I provided all the necessary details about the bags and their contents, only to be informed that an investigation would be conducted. I was assured I would hear back within three working days. I specifically asked whether this timeline accounted for the festive period and was told it would.

To date, I have not received any updates, and the only communication I am receiving from EE are texts encouraging me to enjoy my new plan—something I cannot do because the phones have not been delivered. This is utterly unacceptable.

The lack of communication and resolution has caused significant inconvenience and is completely at odds with the level of service I expected from a company I have trusted for two decades. Additionally, I am now questioning whether this matter constitutes fraud and may escalate it to the police if no resolution is forthcoming.

I expect the following actions to be taken immediately:

1. Provide an update on the status of the investigation.
2. Confirm when I will receive the phones as promised under my plan.
3. Arrange for the return of the battery packs, which I did not order.
4. Ensure my new plan does not commence until I have the correct devices.

Please escalate this matter to a senior manager and provide me with a direct contact who can ensure this is resolved urgently

This situation is beyond disappointing and does not reflect the high standards I have come to expect from EE. I trust you will treat this matter with the urgency it deserves. " The update I received from off shore this morning when I called them as no one has contacted me was basically we have proof of delivery therefore we have rejected your claim.

I am so upset EVEN though there was a delivery it was of two battery packs and not the phones, I cannot believe this has even happened to me as this has never happened before and I haven't upgraded for years. It is only since the last iphone update my current phone has stopped performing. I honestly need help to sort this out and haven't been able to speak to anyone from the UK which is making everything so much worse.

[Chris_B]

@Sunahus  there is no email address you can use to register your complaint through so your complaint will go unresolved.   You can however make that complaint VIA THIS and it would also give you the information that you need to know about making that complaint. 

When you say you spoke to an operator based offshore exactly where ?   Because offshore from the UK would only mean Ireland as all customer service support centres are UK or Ireland. 

As for three working days not sure why you got told that it would include the Christmas Day and Boxing Day as these are national holidays not working days. 

Your last comment I haven’t been able to speak to anyone from the UK ?    Customer support is UK based so what number have you been dialling?   

[Sunahus]

Hi there,

Offshore is in India and the number dialled is 150.

An email has been sent as you can send an email and you can log it with the webform.

Sunahus

[Sunahus]

Hi Chris,

Let me address your reply 

Here is the email address The email address for making a complaint to EE is customer complaints at EE with a .co.uk

The Off shore is India (I have recorded the call) and have now spoken to India three times with the incident as they have worked through the festive period. 

The Number called is 150 via my mobile phone. 

I have also tweeted EE

I have emailed EE 

I have filled out the webform

I have called three times

[Sunahus]

Can anyone assist or advise as I am very stressed out about this.

Here is the image of the delivery taken in which shows the battery packs no delivery notes with the packs just delivery notes in with the separate Ipads. This delivery was made by DPD not sure how they are intercepting these or of this is happening as a final swap at the warehouses of EE after final checks are done either way this is a major cause for concern for not just customers who order online or via CSA but for EE too. Two Battery packs instead of the phones.

[Ali_A]

Hi @Sunahus 

Thanks for reaching out. 

Sorry to hear about the delivery situation you've experienced. This is very peculiar indeed. 

When you called the business support team, did they raise a delivery dispute case with the supply team? 

Do you have a case reference number for the complaint you have raised? If so I'd recommend giving Customer Service another call to follow up on the complaint case. 

If you don't have a case reference number, you can follow the link given by @Chris_B to raise a complaint for investigation. Or one can be opened when you give Customer Service a call back. 

Ali

[Sunahus]

Hi Ali,

Thank you for your response. Let me address both your reply and your suggestion about following the link Chris provided.

To clarify, this situation is both peculiar and extremely frustrating—it’s something I’ve never experienced before, even after being with EE for over 20 years and not upgrading for several years.

I’ve already followed the steps Chris mentioned prior to raising this issue on the community page. While Chris stated that there’s no email address to complain to, the link provided clearly outlines “Step 1” as offering multiple complaint options, including email, letter, webform, or direct email. These are actions I’ve already taken, as mentioned in my response to Chris.

Here’s a summary of the steps I’ve taken so far:

1. Called EE: I’ve spoken to the offshore team in India three times via 150 from my mobile. I have recorded one of these calls.
2. Emailed EE: I’ve sent emails to raise my concerns.
3. Webform: I’ve submitted the required webform.
4. Tweeted EE: I’ve also tried reaching out via social media.

Despite all these actions, I feel like I’m going in circles with no resolution. It’s deeply disheartening and frustrating that I’m being left in this position with no proper help, support, or accountability.

Here’s the current situation:

• Two battery packs, which I did not order, were delivered to me without any delivery notes.
• The phones and SIM cards I ordered have not arrived, nor have I received any evidence or explanation about what happened to them.
• There has been no indication that I ever placed an order for these battery packs, and I was not even aware that EE offered such products.

As a loyal customer of over 20 years, I should not have to carry the burden of chasing this issue. There needs to be a full investigation into:

1. The DPD driver’s delivery.
2. The last drop-off from EE’s distribution center, including any checks made during dispatch.
3. Whether the phones and SIM cards were ever dispatched or if they are still sitting at the distribution center.

Surely, there must be a way to track the phones—either through their allocated locations or distribution records. A customer should not have to manage this entire process alone.

This situation is affecting me deeply—I am struggling to sleep due to the stress and worry about being charged for a plan tied to hardware I have yet to receive. I feel like no one is taking this issue seriously, and it’s an awful position to be in.

I appreciate any additional support or escalation you can provide to ensure this matter is resolved swiftly and fairly.

Thank you for your understanding.Two Battery packs instead of the phones.

[Alex_H]

@Sunahus Thank you for your response. I am sorry to hear how this is affecting you, I understand this will be a stressful situation that you want resolved as soon as possible. We do take any reports of delivery disputes such as this seriously and have a process setup to investigate them. 

We have no account access through the community here or via our social media teams so we are unable to provide updates on your account through these channels I am sorry. The e-mail and web form on our website will be received by our executive complaints team who will be able to manage your case but the expected timescale at the moment is at least 7 days. 

As I mentioned with a situation like this with a delivery issue, the issue would need to be raised to our supply chain team which it sounds like it has been when you first got in contact. They will then conduct an investigation into the delivery working with DPD, to do exactly what you have listed above to find out what has happened with this delivery and the phones.

I am not sure when the initial report was made to our team but the investigation will typically take 3 working days as you mentioned though potentially may be a little delayed at the moment. Once their investigation is complete they will contact you or also send out a text asking you to get in touch.

But if it is outside that timescale then for the quickest response I would recommend calling us on 150 and one of our guides can check for any updates in the investigation from our supply chain team.

Your web form complaint will be picked up by our executive complaints team as I mentioned but it wont be immediate, however you can also request to follow the complaint escalation process through 150 when you call if you feel you are not getting the help you need.

Alex

[RCC94]

Feeling very sorry for @Sunahus  after reading this chain of messages. The 'Community Support' Team are only interested in offering ignorant responses and kicking the can down the road... 

[lalanuggets]

It is really awful how the EE response seems to have lacked any sort of clear assurance and has left you @Sunahus worried. At the very least somebody should make clear that this is an error and that customers are not liable for this. The law is very clear on this: 

If you bought something from a business to be delivered, it’s the seller’s responsibility to make sure the item is delivered to you. This didn’t occur hence there is absolutely no onus or liability that can be placed on the customer. 

Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015.

Under the Consumer Rights Act, you can ask the seller to deliver the item again if the item wasn’t delivered either:

• by an agreed date

• within a reasonable time - usually within 30 days

I wanted to reiterate that you should not be worried EE must resolve it by delivering the items as agreed. There is no other lawful outcome here. Even if the items are lost, that’s not your fault.

note I am not affiliated with EE and I don’t work for them. I am just highlighting your consumer rights, that do indeed protect you.