Phone refused at depot

[WilliamD2]

My handset device was supposed to have been delivered yesterday. It did not arrived and I spoke to the DPD driver who said there was nothing on the truck. When I checked the tracking on the DPD website it says "Your parcel is on its way back to EE" and on further investigation it says "Your parcel was refused, as the contact name was not recognised." There is no way to fix this through either your website or DPD'S website. When I checked tracking through the EE app it simply tells me that no further information is available. There is no option on the website or on the EE helpline to talk to someone about my handset order. Even the complaints form isn't working properly. Where is my phone and when can I expect it, please?

[Christopher_G]

Hi @WilliamD2 

Welcome to the community.

I'm sorry to hear that. It sounds like there has been a problem between us and DPD somewhere. If you give our Mobile Care team a call, they'll be able to check your account and find out what has happened.

Chris

[WilliamD2]

Hi Chris,

Thank you for your reply. I have attempted to call the Mobile Care Team  but after cycling through many different menus provided to me by the automated system, I still could not find the right option to discuss this someone. I spoke to someone in the Lost Phones department who said I needed to speak to someone in the Delivery department (again, there was no option on the phone line for this department.) Instead of being transferred the call was then terminated. Is there a direct number I could call the team on, please?

[Katie_B]

Hi @WilliamD2. 

There is no direct number for the team. 

I'd recommend calling 150 and navigating through the automated system to speak with Accounts and Billing. 

Katie