Delivery Dispute and Helpless.

[Chris933]

I am a loyal customer of EE and have been for some time. I ordered an addition line to my account with the device IPhone 14 pro. It was on back order and I was told, I’ll get an email when it’s out for delivery.

on the 27th of October, DPD sent me a text message my phone will be delivered on the day. It said delivery is between 2-3pm. 
I was at work and returned home around 5-6pm. When I got in, no parcel anywhere. I live in a bunch of flats and we have a communal reception area. I notified DPD and they said they delivered it and the GPS of their driver put them at my location. I challenged this and said that might be the case but I haven’t gotten it. It’s a high value item you can’t just leave in a communal area. I raised the issue with EE and they said they will investigate. They came back and said it was rejected and it’s been delivered. I have challenged this and have escalated the matter but still, I’ve been fobbed off. At this stage I reported it to the police and I got a crime reference number, they even sent a report and I quote directly “At the current time this matter has been recorded as theft of a parcel in transit, in that it has not reached it final recipient.  This ultimately makes EE the victim as they will be responsible for the financial loss.”

I forwarded this to the EE team and still no resolution. The contract is running on my account for a device I have not received and nobody seems to be able or willing to help me. In due course, I would need to start paying the bills.  I don’t know what more I can do.(I reported to DPD, EE on the day it didn’t arrive and the police 2 days later) I need the community’s help. How is this fair ? Why can DPD / EE get away with such ? How can I be made to pay for something that’s not with me ? 

please help me, any guidance or advise is welcome. 
They keep escalating it to supply chain and different so call executives but the outcome is still the same, no resolution in sight. I’m tempted to cancel all my contracts with EE and move to a different network but they said I’m still in contract and quote ridiculous termination fees. I’m just fed up of the whole matter. This isn’t right..

[Leanne_T]

Hi @Bilboa007 

Thanks for coming here. 

Have you had a problem with a phone delivery? 

Leanne.

[kadie2]

Hi Chris did you ever get this resolved and if so how?

Iv had a slightly similar situation, upgraded 2 lines with EE and took out insurance which came with a free phone case and screen protector with each phone. When DPD delivered the two parcels, one parcel had a phone, case and screen protector the other just had the case and screen protector no phone! 

Despite numerous disputes to the supply chain and emailing the CEO, speaking with EE executive complaints the cases just keep being closed and now like you I am paying for a phone I haven't got!

Iv reported it to the police, offered to pay the insurance excess to claim it as lost/stolen in the interim so at least I'm paying for a phone I have got, but they won't allow me to do that either, so I'm also paying for insurance I can't use too!

I have no idea if it's a DPD or EE warehouse issue as I haven't been provided any evidence from either companies just told the weight checks were right so apparently that's sufficient for them to close the case and mark it as received.

I keep being told to go to the financial ombudsman which I am doing but I'm just finding the whole situation is seriously affecting me mentally and financially and I'm desperate for a speedy resolution rather than a long winded dispute via a third party.

I have been with EE for over 10 years never missed a payment had multiple lines and remained loyal this has absolutely smashed my trust and going forward I am terrified to sign up for any contracts over the phone in fear of this situation repeating, which is leaving me stranded.

[Leanne_T]

Hi there @kadie2 

I am very sorry this has happened and can fully understand how this would be affecting you financially and mentally when you are paying for a device that you did not receive.  

When you last spoke to the executive team did they advise they would be sending a letter with your options? 

Our EE Complaints Code of Practice - March 2024 has full information regarding complaints and your options if we were unable to resolve this for you. 

Speak soon. 

Leanne. 

[kadie2]

Yes I just keep being told to go to the financial ombudsman and a letter
has reitterated this, I have done this but I feel EE have not taken me
seriously, disbelieved me and are 'fobbing me off'

I don't know how I can prove a phone wasn't in the parcel upon receipt but
EE have the facilities to investigate and prove this but are unwilling to
do so and in return leaving me in a very stressful and unfair position

[Leanne_T]

Thanks for the quick reply @kadie2 

I have sent you a private message on here for some details. 

Please take a look and get back to me. 

Leanne.

[Tendai_G]

i am in this exact situation, i recieved a phone case and screen protector aswell and no phone just 2 days ago 

[kadie2]

Its been horrendous trying to deal with EE regarding this, sadly I'm still
no further on from when I wrote this post, and it's been 3 weeks since
delivery day.

I have followed the steps to open a dispute via the financial ombudsman but
they have a 4 week (ISH) admin back log so my dispute hasn't even been
assigned a case handler yet.

Have EE closed your disputes and told you to go to the ombudsman? Did your
packaging appear in tact upon receiving? Mine did, so because I was honest
and told EE this they refused to escalate my dispute with DPD! Shambolic

[Tendai_G]

my parcel was also intact, they have advised to report the matter to the
police, i am hopeful to get to the bottom of this

[kadie2]

I really hope you do!

I have reported it to the police but they didn't help much, just sent me a
text with a crime ref, and said contact them again if any further
information comes to light.

I have tried everything possible it's like banging you head against a brick
wall, EE agents have been so rude and unhelpful basically calling me a liar.

Please do keep in touch on your progress I will too.

[Chris952]

This has just happened to me also. I am waiting a call back from a manager but after seeing your outcome I am worried I will be in the same position