Upgraded my phone in a shop whilst getting one for my son using flex pay. Also signed up for broadband. Mine wasn't in stock so arranged for a Pixel 9 pro to be posted I changed my mind before it was delivered as I wanted the XL. Spoke to EE was advised no probs they would arrange for that to be returned from courier direct to EE once returned just get in touch they would sort the XL out. I never actually received it.
At this point it has fallen apart as was told I couldn't now use flexpay for a new phone no one could understand why was promised phone calls back but didn't get them , told forms were being sent off and would here back after 2 days but now told they take 7 days.
Had enough and rang to say put me on a SIM only contract as paying £50+ with no new phone to show for it and now been told that can't happen either and another form needs to be done which takes 7 days which would take me outside the cooling off period!
Been with EE for a long time and feel let down . I now need to decide if I leave EE altogether cancel everything in the cooling off period and take the phone off my son a week after his birthday. Does anyone know the complaints procedure?
