Fake Iphone

[BMC2005]

As the title says I ordered an iPhone 16 plus as an upgrade and on the 10th of December DPD stopped in the road and took a picture of the front door without even attempting delivery, I had already asked the guy if he was lost as he was blocking the road! He watched me walk in and then by the time I got the message he had gone. The next day a fake iPhone 17 pro max with Android software was delivered. EE then do an investigation where they claimed the correct phone was delivered and I was running some sort of scam? I am now tied in to another contract without the phone when it’s clearly obvious DPD have stolen the phone. There are many cases of this if you look online and clearly EE have to be aware of it. Instead of a company looking after its consumers and just making a claim against DPD they have left me with nothing. I now have to contact the financial ombudsman which could take a long time and not get me any further than  already am. The customer service and attitude from EE is disgusting. 

[Katie_B · Accepted solution]

Hello @BMC2005. 

Sorry to hear of your experience.

If you haven't already, I recommend filling out the complaints form, so that this can be fully looked into, before raising this with the ombudsman.

The Complaints Code of Practice outlines the complaint process. 

Katie

[Northerner]

Hi @BMC2005 

Have you documented everything in writing with photos. 

You need to report this to the police as well becase you are a victim of crime. You can provide a crime reference number to EE. 

You should speak to Citizens advice as you may need to take legal action as this crime is now well documented in the media and both the carrier and DPD need to be owning this issue, especially as EE can immediately block the device. 

Thanks