Phone was stolen and replaced while in transit

[North139]

I upgraded my phone through the website. The parcel was sent out but instead of receiving the phone, I got something else. EE are refusing to do anything about it and not helping in any way. Apparently I have to pay for the phone even though I never received it. Not going to happen. 

Store visit might be the best option. 

[Chris_B]

@North139  You report it to the Police and get a crime reference number.  You then make an official complaint via THIS to EE.    

 The store can’t help you and you have to do this the official way.  

[North139]

Thank you. 

Having also done this. EE still seem to be bothered by it and often saying that there is not much that they can do. Also it took 2 days and 2 phone calls to actually bar the phone that was stolen through transit. 

It also looks like that I am going get lumbered with the cost of the device even though I dont have it or was ever delivered. 

They dont seem to care for the customers. All down to costs and profit. 

[Chris_B]

@North139  After 8 weeks it go to the ombudsman.  Make sure you have a crime reference number and you pass that on when you make the complaint.    

[Knfruitbat]

EE is the customer for which ever courier company they choose to use. It is there problem not yours. Don't let them fob you off. If you paid by credit card talk to them as well. EE should have all the details of the handset so they can block it or track it if they want to.

[Knfruitbat]

EE should be chasing their courier and Police reports, if they can't be bothered that isn't your problem. As long as you co-operate with the courier company if they contact you for information that's as much as you need to do. I had similar with some scuba equipment that courier claimed to have delivered. I contacted company immediately and said I didn't get anything. Courier company sent pictures of delivery, which clearly wasn't my house. I sent a picture of my front door, nothing like in their picture, because of value they then sent someone to look at the front of my house and local area. Never found anything but not my problem, between company and their contracted courier.

[Peter_W · Accepted solution]

Welcome to the Community, @North139 

Thanks for taking the time to highlight the experience you've had here, too.

I'm keen to make sure we've done everything we can to support you here, so I've just sent you over a private message so we can take a few more details.

Speak soon,

Peter 

[North139]

Well its been 5 days since the incident. No solution yet, every time I call, it's always another 72 hours. Getting rather annoyed. 

Its just lip service now with no one actually doing anything about it. 

Well, looks like EE just lost a loyal customer, they even had the cheek to still set up the direct debit for the stolen phone. 

[Rach_H]

Hi @North139,

I can see that @Peter_W did this pass this onto our team, and they will be working in the background to get this sorted for you.

Rach

[North139]

Hi.

I appreciate that but it is now day 6 with nothing only that they are looking into it. How does 72 hours turn into 6 days, each time I call I get told that I will fill out a form and send it off. Send it to who? 

How does it take 6 days to look for a stolen phone and replace it? There is 2 warehouses to ask plus drivers?