Mobile phone - new contract complaint

[vcmcclafferty]

I was delighted to have negotiated a new mobile phone flexi contract for an iphone15 as a xmas present for my son. The terms and conditions were made clear and the rep took a lot of care to ensure that I was entering into the right contract for me - due process was followed and I signed the contracts on my phone via the links sent during the phone conversation. My son waited in all day for his phone - it didnt arrive. When I called EE - they said there had been a mistake and they would not hour the contract. 

As far as I am concerened - I have a contract and EE should honour what we agreed. I have wasted a lot of time on the phone to get this resolved and got no where.

[Leanne_T]

Hi @vcmcclafferty 

Thanks for coming to the community. I am very sorry to hear this has happened with your order. 

Did the team advise the reason for why the order was not processed at the time you called and completed the contract links? 

Leanne.

[vcmcclafferty]

Dear Leanne,

Thank you for your reply.

On the day I signed all the contract info via a link on my phone - I left happy that I had good customer service and that all due process had been undertaken was happy with the terms and conditions and told my son to wait in on the day specified to receive his new phone (a xmas present). He waited in all day - the phone didnt arrive. I called EE -  was ages on the phone whilst someone tried to sort out what the situation was. All i was told is that 'the computer says no!'

I was offered another deal - paying the phone over three years as oppossed to two - at £10 per month more.

As far as I am concerned - I have signed a contract - you would expect me to keep my responsibilities for payment under this contract - it is reasonable ( and I presume your legal responsibility) to uphold your end of the deal surely?

I had to waste too much time raising a complaint - and essentially getting nowhere - no guarentee my son will get his present for xmas and a whole load of stress and frustration that I don't need.

It is not acceptable to have had my son wait in all day for a phone that was never going to arrive - when did EE plan on telling me? It is also not acceptable to have entered into a contractual agreement with me to then withdraw - without explanation.

[Leanne_T]

I am very sorry to hear this @vcmcclafferty 

If you would like to get this fully looked into and raise a complaint please see our Make a complaint (ee.co.uk). 

Thank you. 

Leanne.

[vcmcclafferty]

I have made a complaint on the phone with the rep who spoke to me. I was told that this would take at least 21 days - not sufficient time to get resolved before xmas. Surely there is someone there who can get this resolved faster? I assume from your response that you are also unable to help

[Leanne_T]

I am sorry we have no account access on the community @vcmcclafferty 

You can complete the form online and our complaints team will get back to you as soon as this has been looked into. 

Leanne.

[vcmcclafferty]

😞

[DIPstick2022]

I’m exstremly upset my daughter did not received her new iPhone15 and unfortunately I’m messaging you because she is in hospital fighting for her life because you promised her this and that with being with your company and she was told she would be getting the new iPhone15 so because you haven’t done that she took an overdose and is fighting for her life in hospital so I would like head offices or area manager number to report this to the company asap and I’m going to see her in hospital her address is 

********************** so if head office wants to sort this out without this going to court because my sister has her own solicitor firm in London witch is here company so I’m happy to take this further and wanted to but I will give u a chance to put this right and if they don’t then I will not think twice of taking it to my sister to pursuit pursuit to the solicitor firm in London

[Mod Edit: Removed address from public post]

[October88]

Hi, I would strongly recommend you make contact with EE customer service and ask for customer relations to speak with, as far as I am aware unless you pass the initial credit check and you’ve signed a contract ( electronically) or upgraded it’s very unlikely EE will send a phone, if you didn’t pass the credit check there’s a couple of firms that you can rent an iPhone even the latest handsets every year, but for a higher sum, EE cannot override the system, I’m terribly sorry your daughter took an overdose, I hope no lasting damage has occurred and she makes a speedy recovery and gets help with managing her mental health.

[Christopher_G]

Hi @DIPstick2022 

I'm really sorry to hear that your daughter has been hospitalised, I hope she's OK.

I've sent you a private message to try and get you some help with this. Could you take a look and get back to me please?

Thanks

Chris