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!

[Bluestaff]

@kadie2  EE told me it was the ombudsman who I was writing too  but turns out when I didn't agree with their decision and said I wish to take it higher, they said ok I'll pass this to the ombudsman then, I was so shocked as I thought I was dealing with the Ombudsman all along!!! I have a feeling by the use of their tricky words at this stage most people admit defeat but I was determined to get a solution and so glad I did. EE had to repay me for the device since March till January this year, plus 8% on top!!! To say I was a happy bunny is an understatement, I actually cried. So my advice is never give up and keep fighting. Make sure you keep all evidence eg: call logs to EE, pictures you have taken and get a crime number after all this is theft.

There is a happy ending you just have to work hard for justice!

You must just keep fighting. People are not who they "pretend"they are eg: when EE passed me to the ombudsman, I found out by accident that she wasn't the ombudsman at all. She sided with them and kept saying there's not enough evidence on my part (i sent photos of all call logs, photos of DPD driver, my crime reference number and a detailed report of what exactly happened) not enough evidence my **bleep**!!  So I told her I was not happy and wanted to continue in proving I did not receive the phone, it was only then she stated she was in fact NOT the ombudsman and would put me in touch with them.

Honestly, I was drained but not once was I going to let them win. Just keep fighting that is my only advice and do not give up!!

[Minkey1]

@Bluestaff 

Absolutely excellent. I understand the stress involved, and many’s the time for a fiver or tenner I’ve thought “sod it, life’s too short” - but for a new phone - never.

Relying on a photo of a parcel being delivered as proof it contained a phone? Disgraceful. They absolutely need to have their feet held to the fire. I wonder if any of the other similarl cases never actually went to the Ombudsman?

The other week RIP Off Britain did feature a delivery issue (not EE) so they do get involved 🤷🏼

[Minkey1]

@Bluestaff 

Out of interest, did the Ombudsman mention DPD’s role in this?

[Bluestaff]

I think everyone one accepts the final decision from the people EE say is the financial Ombudsman and take that as gospel and think their fight is lost. Because I wanted to go higher, that's when the supposed "financial Ombudsman" said well in that case I'll transfer you to the Ombudsman. It was like a lightbulb came  on in my head and I thought I can't be the only person this is happening too. People must NOT except EE or the higher person that they put you in touch with's decision EVER!

[kadie2]

I definitely went though the ombudsman it was official and I spoke with
them via email and on the telephone with evidence that the communicator was
external to EE. but on both the lower level and higher level review on
their behalf concluded with them favouring EE. They were insistent that the
evidence proved I had it because I gave DPD the codes to receive the
parcels despite the fact I never objected to this as I did! But there was
no phone in one of them! They said my only other option was to go to court
but that comes at a cost to me.

It's sooooo unfair! Looks like you got lucky as once EE refer it onto the
ombudsman they can't deal with the case anymore so you got them before the
referral, sadly I had an AWFUL man who referred me to the ombudsman
straight away despite my cries and please of innocence, even when I tried
to deal with someone else within EE he blocked the more understanding
employee from calling me back as promised.

[Bluestaff]

Yes they agreed that they must have stole the parcel as they had it over night so had a full 24 hrs with it!

[Bluestaff]

Have you got emails with Ombudsman at the bottom of it?

[Bluestaff]

Sorry me again

The original lady that EE put me onto was a Lady from Financial Ombudsman Services but she was an investigator (the ones who always side with EE) I asked for further investigation because I was not happy with her decision and it was only then I had an Ombudsman look at my case!

[kadie2]

Yes. All my communication was from the ombudsman rather than EE as EE shut
my case down and referred me to the ombudsman within 2-3 days of
complaining about not receiving the phone

[Kangeret]

How did you do it?