Razor delivered instead of an iphone

[Heidimcal]

At the end of last year we ordered 4 new phones. My husband’s arrived first in the grey packaging. On opening it was a box with a razor! He called EE and they said that it had been delivered. Which was true in a way but the delivery did not include the iPhone. All three other phones arrived at a later date and were fine. The labels looked the same so it seemed like the razor switch was done during initial packaging. EE are not being helpful at all! We are still paying for a phone that we don’t have.  

[Christopher_G · Accepted solution]

Hi @Heidimcal 

Welcome to the community.

You've done the right thing in contacting our Customer Support team. They will open an investigation on your account.

Please keep us updated on what happens with the investigation.

Chris

[Heidimcal]

Hi how will I hear from them? 

[Christopher_G]

If an investigation has been opened on your account, you'll be contacted through the contact information on there, @Heidimcal.

If you'd like to check this, or get an update, I'd recommend speaking with our customer support team.

Chris

[Heidimcal]

I’ve not been contacted but where do I look? Emails? EE app? Or will someone call me?

[Lesley_W]

Usually you would be contacted back by the same method you got in touch @Heidimcal 

When you called, were you given a complaint reference number? These usually arrive by text.

Lesley

[Heidimcal]

EE were not interested in following up the issue with my husband.  I’m so dissatisfied after us being with you for so many years 

EE account no. ********

[MOD EDIT - REMOVED PERSONAL DETAILS FROM THE FORUM]

[Lesley_W]

I'm sorry you didn't get the help you needed @Heidimcal 

I'd recommend raising a complaint which can be escalated if needed. You can see how to do that here Make a Complaint | Contact Us | EE. The webform option goes directly to our complaints team.

Lesley