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:
- Provide an update on the status of the investigation.
- Confirm when I will receive the phones as promised under my plan.
- Arrange for the return of the battery packs, which I did not order.
- 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.
