New Upgraded Phone lost in Transit

[PMCPolythene]

i have recently upgraded one of our company phones, we got a notice of delivery, but unfortunatly at the time of the delivery the driver was not seen and we got a message saying no correct pin could be provided ( we never saw the driver at our address) since then the phone according to DPD was due to be delivered back to EE which to this date 7 days later it has not been recieved by EE. we have phones several times to EE customer service and got no where and all we have been told is we have to wait for the phone to be delivered back to EE for something to be done? so we are left with the new higher bill and no new phone! we request a replacment sent, buy all we have had back is zero Customer care.

[Katie_B]

Hello @PMCPolythene. 

I am sorry to hear that you have not yet received your upgrade. 

Once your phone has been returned to EE, you should receive a text advising the plan has been changed back which will then allow you to process the upgrade again. 

When you track your phone using the DPD tracker does it show it has been received at the warehouse? it could be that this has not yet been scanned. 

Katie

[PMCPolythene]

the phone was supposed to be delivered back to EE last week which it still has not been.

[Christopher_G]

Thanks @PMCPolythene 

If you speak with our Business Support team, it should be at the point now where they can escalate it and begin an investigation into what has happened with the delivery.

Chris