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. 

[North139]

Called the numbers provided, and when asked to speak with a manager in the escalation team, I was asked to complete another form. 

This is getting very frustrating now. 

[North139]

How long does it usually take for a Deadlock Letter to be posted by EE? I was told that it was due to be posted on Monday after talking with them? Still waiting. 

[Katie_B]

Hello @North139. 

You should receive the deadlock letter within 3-5 days if this has been sent by post.

Please keep us updated if you do not receive this by Friday. 

Katie

[North139]

Hi Peter,

Not sure why this is marked as resolved. This matter is no where near resolved. Still on going.

[Katie_B]

Hi @North139. 

We have contacted you via PM and this is now with the relevant team, this has been marked as solved on the EE Community side. 

Katie

[Latchy15]

Did you happen to be given a direct contact for the actual  courier, as often they do give you their ‘drivers’ details?? Would be helpful if did (🙏🏻)

[Mod edit: Removed inappropriate part of the post]

[North139]

So, Update from EE. 

I have now been told that i wont be receiving a Deadlock letter as i now have to wait for a 2 week investigation to be done. 

Should this not have been done since last Tuesday almost 2 weeks ago? 

Am i wasting my time here with total nonsense that you are feeding me? Each call i make or receive has a different story behind it. 

Just tell me what your going to do. Stop feeding me with lies. Number 1 in the UK, Yeah ok. Who told you that. 

Sorry to come across harshly. But enough is enough

[North139]

@kh-shaikh

Why did you edit a comment that was not yours to edit? Something to hide???

[Matt_124]

@North139 The reason for the edit is noted at the bottom of the post.

[ee_user14]

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@North139 wrote:

Just tell me what your going to do. Stop feeding me with lies. Number 1 in the UK, Yeah ok. Who told you that. 

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The basis for EE's best-network claims are published. Read the link below if you want to examine those claims.

https://ee.co.uk/why-ee/claims