I recently upgraded my phone online with EE, I chose the iPhone 16 Pro 128gb in desert titanium and the EE all rounder tariff. I arranged the upgrade online and updated my address details at the same time as I’ve moved house since I last upgraded my phone. The order was confirmed but I had to speak to a guide before they would dispatch the order - this seemed odd but I went with it, the guide confirmed the order with me and I went through all the terms and conditions again on live chat. I received an email confirming my order was dispatched and would be delivered by DPD. When I got the tracking email from DPD I noticed it was being delivered to my old address which seemed strange as my email from EE confirms my new address for delivery. DPD failed to deliver the original day, they said no one was home but my parents had purposely waited in for the delivery. I saw there was a photo of a different address from the delivery driver, so it didn’t even go to the right house. They delivered it successfully the next day and when I went to collect it I found the wrong device had been sent! I was sent an iPhone 15 pro max 512gb in white. There was also no paperwork in the box. I contacted EE in multiple ways over the next couple of days to get this resolved, I was told different stories by each person I dealt with about how to resolve this issue. I was told earlier this week that the complaint was being filed with their supply chain and they’d get back to me with the next steps in a few days. I have been told today supply chain are refusing the complaint and they have “proof on their system” that the correct device was sent. Therefore they are closing the complaint and cannot help me at all, only to refer me to the ombudsman. How is this acceptable?! Apparently the IMEI number isn’t recognised by EE either. I have escalated this but nothing is happening! I am expected to pay monthly for 3 years for a phone I have not received and I am stuck with a phone I did not order, I can’t use as it’s not an EE phone anyway and I wouldn’t be able to sell as I have no proof of purchase!? Apparently EE do not even stock this phone anymore. Something is seriously wrong, the order has been messed up multiple times with the address etc. every time I speak to a guide at EE they are more concerned about upselling me broadband services rather than sorting the issue in hand. I feel stuck, I don’t know what to do to resolve this issue. They also will not accept the phone back if I return it/cancel the agreement within the cooling off period because they claim they sent me the right device. I am reading a lot of these stories which are similar and I’m very concerned! Can anyone advise if they’ve had any luck in getting a similar situation resolved with EE?
