EE Marking Undelivered TV as Delivered – Finance Activated

[hazuki]

Looking for advice on dealing with EE. Ordered a Samsung 48" S90D OLED TV, which was due for delivery on 24th February. The courier cancelled the delivery and marked it as returned to sender (EE).

Despite this, EE’s system now shows it as delivered on 4th March, and the finance agreement has been activated. I’ve made multiple calls, but every rep either can’t find my order or says my order number won’t open my case. I was told a case handler was assigned, but nothing seems to be happening. Finance won’t cancel the agreement until EE confirms the return, which no one seems to be doing.

EE needs to sort this out as I never received the item. Has anyone dealt with something like this before? Any advice on getting them to fix it?

[Michael_D]

Hi @hazuki 

Welcome to the community.

I can understand your concern at the finance starting and you not having the TV.

Do you have the original order number at all? Does it start with XKO, EE or SS? Please don't put the full order number here.

Michael

[hazuki]

Hi Michael_D,

Thanks for your reply. The order number starts with EE, and the courier has already confirmed that it was returned to EE last week, so it’s out of their hands now. Instead of logging the return and cancelling the finance, EE has marked it as delivered on 4th March (yesterday), which triggered the finance agreement.

I can’t use the cancel order option on the EE website because I don’t have a TV to return. To make things even more confusing, there seem to be two tracking numbers—the one on my EE account shows Panther still waiting for the package from EE, while the tracking number sent to me on 24/02/2025 says the delivery was cancelled by the retailer.

I’ve spoken to multiple EE reps over the phone, as well as the finance team, but no one can do anything. Each call ends with an apology and a promise of a callback with more information, but nothing happens, and I’m stuck in the same loop.

[Michael_D]

Thanks @hazuki 

When you were speaking to our team, was it our normal customer service guides on 150, or did you dial our Electronics Team, who handle the orders starting EE, on 08000790062?

Michael

[hazuki]

Hi there, 

Yes it was on :  08000790062  - also today i noticed it's no longer showing as delivered and has gone back to dispatched status on the order.

[Peter_W]

Thanks @hazuki, this is definitely the number you need to be calling for updates on these orders. 

If you haven't tried calling again since the status changed, I'd definitely get back in touch and fingers crossed we can get you an update on how things are looking.

Peter

[hazuki]

Hello Peter_W

I did contact again ( today ) since that status reverting to dispatched, however as of yet they are still unable to locate the TV and therefore are unable to cancel the finance agreement. 

thanks

[Peter_W]

Thanks @hazuki, so how were things left with you? 

Are you still expecting to hear back when the order updates, or did they advise to wait and see?
Peter

[hazuki]

Well Peter_W

The situation is the same as when this thread started, nothing has been done, EE won't cancel the agreement, they can't find the TV and won't mark it lost - as of now, I've got that bill to settle and finance payments to make for an item which i don't have, otherwise it will adversely affect my credit rating. This is very disappointing because EE can see it was never delivered to myself.

[Christopher_G · Accepted solution]

Hi @hazuki 

The only suggestion we can give here in the community is to contact the electronics team again and ask them to follow the complaints procedure. There's also an 'Email us' option here on the Contact us - Electronics page.

I hope you get sorted soon.

Chris