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…. 

[Ali_A]

Hi @RAH-mobile 

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process, where you can also find our postal address you can write to. 

If you'd like to chase your existing case, or raise a new one, you can do so using our online form @Rach_H and @Peter_W  mentioned at Make a Complaint, where our dedicated team will look into the details, take ownership and get in touch. 

I see you initially mentioned this on the forum at the beginning of January. Any upgrade or additional line that has been ordered but undeliverable after 3 attempts or 10 days will usually automatically be returned to EE and the order cancelled/reversed. 

Have you had a chance to check your online account to see if there has been any update on the order being cancelled? Or if any of the guides were able to confirm the status of the delivery/return when you called up?

Ali