Hi EE Team,
I’m posting here out of sheer frustration after nearly two months of trying to resolve an issue with my EE order and still not getting anywhere.
On 7th September, I ordered a PlayStation 5 Pro with disk drive bundle through the EE website, assisted by an EE representative named Naved. I originally tried using a 20% student discount code that wasn’t working, and he advised I could get a better deal by migrating my BT broadband and mobile to EE Family. I agreed, the migration was completed, and I was offered the PlayStation 5 Pro bundle for £630 (instead of £689). Payment was taken immediately, and I also subscribed to the £3.99/month insurance plan.
When the console arrived via DPD, the outer box was damaged, the seals were already broken, and the disk drive that was part of the bundle was missing. I reported this to EE straight away.
Following EE’s instructions, I returned the PlayStation 5 Pro via ParcelForce on 23rd September using the same packaging. I even wrote the EE reference on the box exactly as advised by your support team.
Since then, it’s been over a month, and I have not received any refund or confirmation from EE. Every time I contact support, I’m told that the matter has been forwarded to the “returns team,” but there are still no updates.
To make things worse, I’ve been asked multiple times for information I’ve already provided — including proof of postage, photos, and the same reference numbers. I honestly don’t understand how a company as large as EE can be this disorganised. I don’t even own a TV, so I have no idea why there seems to be confusion about what I returned.
At this point, I’ve done everything correctly — returned the product, provided proof, followed every instruction — yet EE is still holding my £630 without providing any resolution.
This has been one of the most disappointing customer experiences I’ve ever had. I genuinely moved all my services to EE in good faith after the representative’s recommendation, and now I’m regretting that decision.
EE, please can someone from the resolution or complaints team urgently look into this and confirm when my refund will be processed?
Thank you,
Naseer
[Mod edit: Order number redacted]
