No phone in parcel upon delivery - only case & screen protector! EE useless!

[kadie2]

I have always been so happy with their services UNTIL NOW!

I upgraded 2 lines with EE (OCT 24)  and took out insurance which came with a free minute one bundle (phone case and screen protector) with each phone. When DPD delivered the two parcels, one parcel had the Google pixel 9 and the minute one bundle in, the other just had the minute one bundle in NO PHONE OR PHONE BOX, for reference I was expecting a google pixel 9 PRO in this one!  packaging had no 'obvious' signs of tampering upon receiving, but weight difference was obvious, before opening I presumed the phones were in one and the minute one bundles was in the other, but that was clearly not the case once I opened and discovered I was missing a phone.

Despite numerous disputes to the supply chain and emailing the CEO of EE, speaking with EE executive complaints the cases just keep being closed and now I am paying for a phone I haven't got! I have spoken to numerous agents that have been awful, unhelpful, lack of knowledge about processes, generally unprofessional and rude, and to top it off one even called me a liar and said he could tell from the DPD delivery photo the phone was in the bag?!

Iv reported it to the police but they said there isn't much they can do to help me unless further evidence comes to light, which EE will not provide! I offered to pay the insurance excess of £100 to claim it as lost/stolen in the interim of me generating an ombudsman case so at least I'm paying for a phone I have ACTUALLY got, but they won't allow me to do that either, so I'm also paying for insurance I am being blocked from using too!

I have no idea if it's a DPD or EE warehouse issue as I haven't been provided any evidence from either companies just 'told over the phone' the weight checks were right so apparently that's sufficient for them to close the case and mark it as received.

I keep being told to go to the financial ombudsman, and have had a final response letter from EE stating this, which I am doing but they have a 4+ week back log right now and I'm just finding the whole situation is seriously affecting me mentally and financially and I'm desperate for a speedy resolution rather than a long winded dispute via a third party with no guarantees of a resolution.

I have been with EE for over 10 years, never missed a payment had multiple lines and remained loyal, however this has absolutely smashed my trust and going forward I am terrified to sign up for any contracts over the phone in fear of this situation repeating, which is leaving me stranded as I have since cancelled everything else I have with EE now due to this ongoing nightmare.

I am aware posting on here will not resolve my personal dispute, however I am wondering if anyone else in the Manchester area or elsewhere has experienced this? I think it would be helpful if we can form an alliance and prove there is an issue within the EE/DPD order processing system, as EE have discarded me and are consecutively saying 'this never happens'. which I now know is untrue as I have been contacted by @Tendai_G on another post stating they are in the same situation!

[kadie2]

It was exactly the same for me! So so frustrating, I took an paying for a
phone I haven't got and cannot use the insurance either it's a joke! Iv
been waiting for the ombudsman since November to take on my case to try and
get this resolved

[Gloridel0]

This is wickedness honestly. There’s someone in the office benefiting from this and EE is not ready to investigate this matter cux it also benefiting as well .

[kadie2]

There is certainly someone benefiting from all these 'Free' phones at OUR
EXPENSE! It's disgusting to put this kind of financial pressure on genuine
customers but no matter how much I have complained and pleaded my innocence
it seems to just fall on deaf ears at EE

[Tendai_G]

we need to expose EE we cant all be victims of the same modus operandi and get no justice, we need to take formal action against EE for their persistent disregard of customer complaints. Despite numerous attempts to resolve issues through their designated channels, the company has consistently demonstrated a lack of accountability and transparency. I aim to expose their inadequate complaint handling processes and seek compensation for the distress and inconvenience 

[mitchs93]

Interesting reading the OP post and responses, my wife has had exactly the same issue on the 20 Dec 2024. After complaints and investigations we are left with contacting the financial ombudsman, all the while she has to continue paying for a device that she hasn't received. Has anyone had a response from the financial ombudsman as of yet?

[Kangeret]

I called the ombudsman and they said they will assign a person working on
the case so I am waiting to hear back from them. Let's push the more they
hear these stories maybe they will take action. It's bad though

[mitchs93]

Thank you for replying, we are raising my wife's despute today. Hopefully we can all get these issues resolved. Good luck with your situation.

[kadie2]

Hi Mitch,

I'm so sorry your wife is facing the same issues, it's disgusting we all
have to deal with this financial burden at the hands of EE/DPD! I filed my
case with the ombudsman on the 17th November 24 after 4 weeks of consistent
complaints with EE. I was told by the ombudsman that they had a 4-6 week
back log for case assignment to a handler at the time.

On the 29th Dec I received the following from them "We’re currently very
busy, with lots of customers needing our help at the moment. That means it
could still be some time before one of our case handlers gets in touch with
you. I’m very sorry for this delay, but can assure you your complaint
hasn’t been forgotten."

So still no idea on a time frame yet...and like your wife I'm still having
to pay for the device while I await to avoid being referred to debt
collection agency and tarring my hard earned excellent credit score! 😞

[Kangeret]

Please do. You can also give reference of my case if it helps as well as 4
more other people here who are going through the same situation

[mitchs93]

@KangeretWe have had the decision back from the financial ombudsman. No resolution and my wife has to continue to pay. Not ideal, but seems there is nothing else left we can do except pursuit the legal route. I hope you have a better outcome than us.