I have been with T-mobile / EE since 1996 and I upgraded my iPhone 14 to a iPhone 16 pro max. 22/10/24 ee sent me my upgrade, unfortunately it was the iPhone 16 pro, not the pro max which I asked for. I called EE and explained that I would like to return the phone . I followed all the procedures to return the phone. Weeks later I recieve a letter from EE with an empty IPhone box. The letter stated that the returned upgrade that I sent back was delivered with no phone?
i contacted EE and made a complained regarding this as EE would not upgrade me now unless they recieved the phone with the box.
I showed proof of delivery that the box and phone was sent via the EE courier service DPD and EE are claiming due to not recieving the box late that they cannot claim from DPD as it is out of the time period.?
this doesn’t make any sense as I returned the phone back the same day I recieved the phone and have proof it was delivered and signed for by EE.
I am now stuck in a new contract with no phone and paying for a phone I don’t have as EE or DPD will not take liability for the poor service or phone going missing g
