I’m posting here in the hope that someone at EE will finally review this issue properly.
On 30 October 2025, DPD delivered what was supposed to be my partner’s iPhone 17 Pro Max 512GB Deep Blue, ordered through our EE account. My partner accepted the delivery and opened the parcel shortly afterward — only to find that while the iPhone box and paperwork were inside, the phone itself was missing. The box contained only the USB-C cable and documentation.
The outer DPD parcel bag didn’t appear tampered with beyond the point where it was opened, but the iPhone box seals clearly show signs of having been lifted and reattached, which we’ve documented with photographs.
We contacted EE immediately to report the issue. The adviser explained that there were system problems preventing the dispute from being raised that day and said we’d receive a callback — which never happened. My partner had to chase again the next day before the dispute was finally logged. We were told EE and DPD would investigate and provide an update within 72 hours.
No update ever came. After several follow-ups, we were told the case had been closed and that EE’s Supply Chain team had rejected the complaint — without providing any explanation or evidence from DPD.
We have since written to EE’s Executive Complaints Team requesting:
The DPD weight and tracking data for the parcel.
The chain of custody and scan logs showing the parcel’s movements.
Proof of IMEI activation or tracking to confirm if the device was ever switched on or connected to any network.
Confirmation that the IMEI has been blocked or blacklisted.
None of this information has been provided to date. EE’s final response (11 November 2025) simply rejects the complaint — they haven’t even requested or reviewed our photographic evidence showing the tampered packaging.
We’ve now escalated this to the Financial Ombudsman Service, Ofcom’s Communications Ombudsman, and BBC Watchdog, as it’s completely unacceptable that a loyal, long-standing customer with a joint EE account is being billed for a device that was never received.
EE, please review this case urgently and provide full transparency on your investigation with DPD.
