Phone not delivered

[RAH-mobile]

Having the same problem

ordered a new phone, DPD Claim that upon delivery attempt no PIN security code was available. INCORRECT as we know that no attempt was made by the driver to deliver the phone. We know the van, tracked it and saw it miss us completely without attempting to deliver the package. …. TWICE !

im going to cancel the contract and move somewhere else….. been with this company since the Hutchinson days…. Got to be one of the most loyal customers either way a business account…. 

[Katie_B]

Hello @RAH-mobile. 

Thanks for coming here. 

I am sorry to hear about your recent experience and that you are now looking to leave.

Have you been able to notify our customer care team so they can look into this further for you?

Katie

[RAH-mobile]

Yes.....below is listed the amount of times I have tried to resolve this issue with absolutely no satisfaction.

I was promised a call beck on the 19th and I understand a complaint was filed and a manager was looking into this.

Well managed so far!

Every member of EE that I speak to either hangs up, gives incorrect information or misleading information. 

A contract has been activated without my consent or knowledge and promises of a call back not kept.

I have asked for transcripts to be sent to me and have been assured that they will......guess what?

Correct ..... no transcript received

This is bordering on sharp practice and no one within your organisation seems capable of helping but very good at passing the buck.

Whom and how do I escalate this to as after being a customer since the early 90's  I expect better customer service than this.

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Some of the calles placed recently.  

09/01/26  19 Mins

05/01/26  25 minutes 

05 01 /26 59 minutes

03/01/26 1 min and cut off 

30/12/25 6 mins

29/12/25 20 mins

28/12/25 1 min cut off

24/12/25 14 mins

23 12 25 15 mins

i await your reply....

[Rach_H]

Hi @RAH-mobile,

Welcome to the Community!

We want to get this sorted for you, so I'm sorry to hear that this hasn't been done when you've spoken with the team. You can make a complaint directly with our executive team, and they will be able to look into what is happening, and how this has been handled.

Rach

[RAH-mobile]

Well done!

I have been a loyal customer for more than 20 years with this company in all its forms. During the past month the level of customer service has been nothing short of appalling. Misleading  and conflicting information given return call promises not kept and a contract executed that I did not authorise or know about until to late and now locked into because of the ineptitude of EE stretching the issue to over the alleged 14 day cooling off period. I am now in the throws of changing providers for one of our accounts at a rate that puts EE not in the shade but complete darkness. 

I have discovered that over the past 12 months EE have charged one of our company numbers c£2000.00. Our new and equivalent contract with an alternative provider is more than significantly less than that offered by EE.

I have made a subject access request that will expose the mishandling of our account and I will 100% be pursuing this issue.   

[RAH-mobile]

I have been a loyal customer for more than 20 years in all its forms. During the past month the level of customer service has been nothing short of appalling. Misleading  and conflicting information given return call promises not kept and a contract executed that I did not authorise or know about until to late and now locked into because of the ineptitude of EE stretching the issue to over the alleged 14 day cooling off period. I am now in the throws of changing providers for one of our accounts at a rate that puts EE not in the shade but complete darkness. 

I have discovered that over the past 12 months EE have charged one of our company numbers c£2000.00. Our new and equivalent contract with an alternative provider is more than significantly less than that offered by EE.

I have made a subject access request that will expose the mishandling of our account and I will 100% be pursuing this issue and requested a PAC number for one of our 'out of contracts'.   

You can be sure that a complaint will be filed and fully expect that  we will be patronised with no acceptable outcome as a customer leading to alternative action. 

Well done EE

[Peter_W]

Good afternoon @RAH-mobile.

I've just moved all of your recent posts to their own thread so you have your own place for any relevant replies.

So I can make sure we help point you in the right direction, is it a business account or personal account that's been affected here?

Also what exactly do these charges show for, and have you managed to flag these with a member of our team?

Peter

[RAH-mobile]

I have spoken to your support  and retention teams and over 15 times without any resolution.

Have a look at the logs and you will see quite clearly how appalling your service has been.

I am looking to have the e sim contract against the number ending in 872 cancelled at no cost as this was mis sold and a significant compensation applied to the account in respect of breach of contract, mis-selling of services, and negligence that results in us experiencing financial and non-material damage.  

[Peter_W]

@RAH-mobile I'm disappointed to hear that you've not been able to get this resolved when speaking to our team in the past. 

We don't have access to accounts via these public forums to see the specific details of your case, but if you've raised this as a complaint we would expect this to follow the escalation path set within our complaints process. 

If you feel that any complaint has been closed incorrectly, it can be reopened at any point within 28 days, and you can also find full details of our complaints process here:

EE Complaints Code of Practice - March 2024

Peter

[RAH-mobile]

I am about to start proceedings to recover our losses in respect of the appalling service, past and ongoing costs that we have suffered as consequence of EE's ineptitude.

I would like confirmation of the Postal Address to send the documents and contact / department details.