Phone not delivered

[EduardoOliver]

I signed a contract with EE on 05/06 of a 25gb plan + IPhone 15 pro 125g titan I spent nearly one hour on the phone with the attendant everything went well and I received an email with my contract and the details necessary, I’ve been told that my phone would be delivery on Friday 07/06. I received messages from DPD to track my order and at 15:07 I received a message with status “ 

Date & Time.

07 Jun 2024 15:04

Location.

London City

Your parcel is going to be returned back to EE

Date & Time.

07 Jun 2024 15:03

Location.

DPD Customer

Return to consignor has been requested

Date & Time.

07 Jun 2024 15:00

Location.

London City

Your parcel was refused “. 

This delivery was never made and I am almost sure that they didn’t even tried, now I don’t have any answer from EE. DPD told me to contact EE but this miscommunication is enormous, my o2 number is due to be cancelled today and now I don’t have my phone and won’t have my number activated neither due the unsuccessful delivery, plus either the girl or DPD registered my flat number wrongly, that’s very frustrating.

[James_B]

I understand your frustration, @EduardoOliver 

When the courier fails to return a failed delivery in the expected timescale (as seems to be the case here) it needs to be escalated to our supply chain support team.

Did the advisor you spoke to mention if they'd done this for you?

James

[EduardoOliver]

No, she never mentioned! If she did why is it taking so long? It’s been 2 weeks now and today my contract plan will due and I’ll have to pay for I service that I’m not using and s phone that I NEVER received, not mention that I put £150 up front.

[James_B]

Hi @EduardoOliver,

I'd recommend getting back in touch to make sure this has been flagged with our supply chain team.

If it already has been flagged, they may be able to provide you with an update.

Thanks

James

[EduardoOliver]

Getting back in touch with who? That’s exactly what I’m doing, I’m in eternal loop with the “help” service that doesn’t help at all, EE should be in touch with me and not other wise. Apparently the help service are not prepared to give its customers instructions on how to proceed with this kind of situation or the team doesn’t have autonomy or information enough to help. Awful situation, I’ll find legal ways to get it fixed. 

[James_B]

Hi @EduardoOliver,

You can call our Customer Care Team directly on 07953 966 150. They'll be able to make sure no bill payments are taken, and that the correct procedure has been followed to escalate the failed return to our supply chain team.

James

[EduardoOliver]

It has been ONE MONTH now, one month, every week i call they say the same that they will investigate, none of you from help team have any interest in helping your costumer, EE STOLE £150 from me with a promise of my phone to be delivered, what can I do now before i start taking legal actions? I gonna expose every conversation and email on twitter plus EE AND DPD app with all the emails and status 

[Katie_B]

Hi @EduardoOliver. 

I have sent you a private message for more information. 

Katie

[Mithmi]

Hi,

i have the same exact issue. Can you tell me what you did to get phone or refund. I have been waiting for two weeks. The tracking still says phone is being sent to Ee.

thanks

[Mithmi]

I am having the same problem. No reply to email either and when I call I get no help. How do I get a refund on a phone thats been returned to ee its been two weeks

[Lesley_W]

Hi @Mithmi 

Welcome to our community.

I'm sorry you are still waiting on your refund, this is usually done automatically. Were you an existing EE customer when you ordered?

Lesley