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!
