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Problems with new iPhone and verification issue

Wayner666
Investigator
Investigator

‎11-01-2025 11:09 AM

I applied for a new iPhone 15 online passed everything then had a strange message in tracking, spoke to an advisor who put the order through manually, received the phone. Now want to use it but apparently not verified as no details coming up apart from account no everything else blank, so have been told that I now have to go to store to verify and take the phone, sim and delivery note. What I do nit understand is why was the phone sent if there was a problem and yes I do have photo ID and can go into store but what a hassle when I cannot use the phone at all atm and I do nit live near a EE store so it will be a nightmare. And can they keep the phone and say i can’t actually open the account due to a historical problem with an older contract which was an extremely long time ago if so why did they send it and create the new account and I have made a payment already and received a new bill. I’m not sure if there was a breach of contract a very very long time ago as my partner had a phone thru me and didn’t pay it all. But again if that’s the case why did I pass and then send me a contract and phone? So confused and cannot afford for them to the this one back although I can’t make it receive calls just use Wi-Fi and apps ? Any help would be appreciated 

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14 REPLIES 14
Wayner666
Investigator
Investigator
In response to Lesley_W

‎13-01-2025 01:42 PM

Do you know if there is an email address I can raise the formal complaint with and get it to priority at all ? 

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Lesley_W
EE Community Support Team
In response to Wayner666

‎13-01-2025 02:58 PM

We do not have a direct email address to raise a complaint @Wayner666.

All of the ways to make a complaint are listed here Make a Complaint | Contact Us | EE

Lesley

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Wayner666
Investigator
Investigator
In response to Lesley_W

‎13-01-2025 03:01 PM

That appreciate yr help will go to store the weekend and find out what’s going on and why this has happened. The lady in fraud team said they will nit take the phone back it has to be sorted as EEs fault.?

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Lesley_W
EE Community Support Team
In response to Wayner666

‎13-01-2025 03:57 PM

It sounds like it was incorrectly flagged as fraudulent @Wayner666, in which case the team would look to reinstate this once verification is passed.

Lesley

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Wayner666
Investigator
Investigator
In response to Lesley_W

‎13-01-2025 04:02 PM

Yes there certainly does seem to be an error big time as the account number created on the delivery note is also different to the account number quoted on the bill and letter so they have to sort it one way it another as long as I don’t lose the phone, if so I will ask fir compensation  as I have lost money already and not been able to use it. So surely they should credit the account. 

 
Once again. Thanks for your help much appreciated and I will update the chat with the outcome on the weekend. 


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