No PHONE in delivery box

[QandeelR]

I have received my upgrade parcel from DPD today opened the box and only the paper work and SIM arrived! I contacted EE within 5 minutes of receiving this and was told this would be investigated and i will be contacted within 72 hours from the suppliers team. This is a joke as I have been with EE for over 8 years!! I’ve investigated this on EE community and have seen so many people having this issue with IPHONE 16 PRO MAX’s being missing from their packages! This is clearly someone from the warehouse doing this as the box came sealed. It seems like EE have had this various times in the last few months and I can see people are not getting outcomes for this and are being told they still have to pay for their contracts regardless of the phone just based on DPD having a picture delivering this. This is unacceptable and EE are clearly frauding people out of their money at this point. I am not willing to wait 72 hours to be told the same as so many people who have been conned by EE!

I need this issue to be resolved before the 72 hours as I am not willing to sit stressing that EE are going to fraud me out of a new phone I never received!! This is disgusting from such a big company effecting peoples mental health and financial situation. This needs to be posted everywhere on social media so EE can understand they can not get away with not giving people what they are paying for!

[Christopher_G]

Hi @QandeelR 

Welcome to the community.

Thank you for reporting this to our Customer Support team. They will have begun an investigation on your account to look into what has happened.

I understand your urgency to get this sorted, but please allow them to complete the investigation. They will be in touch with you within the timescale to discuss it further.

Thank you for your patience so far.

Chris

[QandeelR]

But I can see via the community forum, this has happened to so many people and you tell them to wait the timeframe and do nothing about it? It can’t be a coincidence that various people have gone through this with the same handset of ‘iphone 16 pro max’ there is clearly some sort of fraud within EE or DPD at this point. I suffer with server anxiety and mental health issues and have medical records to support this. EE should be helping vulnerable customers  resolve this asap rather than telling me to wait without an actual answer of when my new device will be sent out.

I have also explained to you agents that I will be on holiday at the end of this week and need to get my new device as my camera on my current one is broken. 

[Christopher_G]

I understand, @QandeelR 

I've sent you a private message to try and get you some more help. Please have a look at your community inbox and get back to me.

Thanks

Chris

[Jovaughn]

This happened to me as well. I upgrade my phone to the 16 pro max collected my parcel only to find the phone box with the seal torn. Now they’re doing an investigation. It’s really frustrating. 

[Katie_B]

Hi @Jovaughn. 

Thanks for coming here. 

I am sorry to hear this has happened. 

Hopefully you receive an update on the investigation soon. 

Katie

[Jovaughn]

Hi, unfortunately the supply chain team has rejected my claim saying that I indeed have the phone even though I don’t. It’s being reviewed however the complaint advisor stated I may have to go to the ombudsman if they reject it again. I feel so frustrated knowing I have no phone but being treated as though I’m lying. And now possibly having to pay for a phone I don’t. I’ve asked the complaint’s worker if they’re able to track its location but she responded saying I’ve no access to this information. 

[Katie_B]

Hi @Jovaughn. 

The complaints team are in the best position to help with this. 

They will keep you updated on how the complaint is progressing. 

Please keep us posted with what happens. 

Katie

[Jovaughn]

On the 14th of February I ordered the iPhone 16 Pro Max. The parcel was delivered next day however the iPhone box was unsealed and the phone missing. It’s been 6 days since I’ve made my complaint and the ee executive team has said that I’m not only liable for the phone but also it’s been delivered. Clearly the phone has been stolen by someone at the warehouse. They’ve also been unable to locate the phone through the imei although stating that it’s been delivered definitively. This is really infuriating as I’m being gaslighted by ee into believing that I have the phone and I’m committing fraud. 

[Linzi_H]

Hi @Jovaughn 

You are doing the right thing by continuing to discuss this with our Executive Team. They will be able to explain the next steps if you remain unhappy with the outcome of your complaint.

Linzi