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]

Hi. 

If you can see that it has been passed, are you able to see what stage the process is at and what is the outcome? 

It would be nice for someone to keep me updated. Its me that is chasing and no one from EE is keeping me updated. 

[Michael_D]

Hi @North139 

We don't have access to your account here on the community.

If you speak to the team again, they can check for an update for you. If there is no update, you can request that they open a complaint on the account.

There is more on the options to open a complaint on our Make a complaint page.

Michael

[North139]

Hi Michael. 

Im actually fed up with all the chasing to be told the same thing. That they will fill out a form and wait 72 hours. 7 days now since the incident with no actual update. Just another form filled out. 

Is anyone actually doing anything?

[Michael_D]

I really couldn't say what is happening @North139. 

As mentioned above, if you are not happening with how it is being handled, you can follow our complaints process.

Michael

[North139]

Or cancel everything and leave to another network. After 12 years. 

No point anymore no one takes things like this serious anymore. 

[North139]

So, just got off the phone with EE, so apparently as I took in the parcel, I am liable for the phone cost. I am taking this even further. I should not be liable for the cost as someone else has stolen this. This is not fair in one bit.

I need someone to contact me urgently from the escalation team, as custome support are not helping. 

[Michael_D]

If you wish to take a complaint further you can either request to escalate to a manager over the phone or use the steps on our Make a Complaint page @North139 . We're not able to arrange for someone to contact you from here.

Michael

[North139]

Hi, who ever i speak with on the phone is not able to do this even tough I request this. 

What help would calling a manager be? 

All i get told is that I accepted the parcel, I am liable for the costs. 

[Michael_D]

If you do want to take it further @North139, you would need to follow our complaints process.

If you are calling, this would be to request to speak to a manager.

There is more information on the process on our complaints code of practice page.

Michael

[Matt_124]

You can raise a complaint using the webform (https://ee.co.uk/help/contact-ee/complaint/complaint-form) on the Make a Complaint page linked by @Michael_D instead of calling.

You may find this gets handled differently than your complaint being dealt with on the phone, but it may take longer for your complaint to be received.

Ultimately if you want to escalate beyond raising another complaint, refer to the Complaints Code of Practice and you will see the information around Stage 2 Ombudsman Review - the next step of escalation for a complaint after exhausting all options with EE.

In order to do this it will need to have been either 6 weeks since raising the complaint, or a situation of "deadlock".

If your complaint is responded to within the 6 weeks but not resolved to your satisfaction you can request a deadlock letter from EE and take this to the Ombudsman to initiate this stage of the complaints process. They will then judge your complaint.