Phone not delivered to depot

[Frankmongan]

• I returned a damaged phone through the pre paid package . The tracking is saying delivered and scanned . EE are saying the phone has not been delivered and have charged me an equipment fee of £720 .
• With the £100 excess   I've been charged £820 for a refurnished Samsung s22 . I have been speaking to an agent but they have now closed my complaint until I get evidence from.the post office . I contacted the post office who let me know that the phone has been scanned as delivered . The post office also said its up to ee to complain as it was a pre paid package from ee .
• Help 
•  

[Minkey1]

Tracking on the Royal Mail app or website would see the delivery and that's your evidence.

I wonder if they've just not got round to scanning the return into the EE system. The delivery is 1 thing - updating your EE account is another.

I had something similar with returned BT equipment. I complained and was told they were just scanning in stuff delivered 3 days earlier.

Good luck.

[Frankmongan1]

They are saying they can't find it at the depot , even though I've sent them the info saying it's been delivered and scanned .

They have now shut my case down .

[Minkey1]

Raise a formal complaint.

https://ee.co.uk/help/contact-ee/complaint/complaint-form