Return Phone

[Steven761]

Having the same issue myself and feeling similar disappointment.

[Steven761]

Hi James,

I have already paid an early termination fee I paid over six hundred pounds and an early upgrade fee. So therefore how on earth can you justify putting me back on my old contract when I have already paid it off

Secondly, why did the email say I would be contacted within 48 hours and offered a re upgrade? Just another example of bad service.

[Katie_B]

Hi @Steve761. 

I am so sorry to hear you are still waiting for the update to say your phone has been received and scanned.

The early upgrade fee and termination fee's are different and may be more to terminate completely. I would recommend speaking with customer services who will be able to view these fee's for you. 

Fingers crossed this updates soon so you can continue with your upgrade. 

Katie

[XRaySpeX]

@Steven761 : You'll be reverted to your pre-upgrade situation & all fees will be refunded. Then you will be subject to your original contract & its term.

[Steven761]

So are you saying I will be refunded £100 early upgrade fee and the sum I paid to keep my old phone? There is no way I'm paying that sum and continuing the same monthly payment as before. That is nonsensical and if EE try that I will seek legal remedy.

The customer service here has been absolutely rubbish and I'm so annoyed I expect much better from EEE. I'm sat here more than 3 days later and am no further forward despite being promised 48 hours after receiving return that I could re upgrade. Absolutely shoddy service.

[James_B]

That's right @Steven761, a refund will be processed when your upgrade is cancelled.

James

[Steven761]

Hi James, thank you for your reply.

Do you have any idewhen this will be. How can I be told 48 hours and now here we are at almost double that amount of time. It's absolutely disgusting and I'm sick of being told I just have to wait. It's not right. I didn't mind waiting the 48 hours as it was my decision to return the upgrade as I didn't like it. But this is absolutely appalling service. Don't EE care about keeping loyal customers? It's the attitude from some EE team members that's annoying. I desperately need a phone for my work and I have been stuck in limbo. Every day that I'm kept waiting more costs me money and I'm really annoyed.

Sorry to sound off at you It's not your fault personally. Is there any way you can help with this please?

[James_B]

Hi @Steven761,

I'm very sorry that it is taking longer than usual for your return to be processed. I'm afraid I'm unable to speed up this process.

You'll be notified as soon as your upgrade has been reversed.

James

[Steven761]

Thats just not good enough. Can you answer my question and tell me why i was told 48 hours? I am in no doubt now that my loyal custom means absolutely nothing to EE.

[James_B]

Hi @Steven761,

48 hours is the estimated time it takes for a return to be processed at our warehouse. I'm very sorry that the usual timescale hasn't been met on this occasion.

James

[Steven761]

Sorry but that doesn't work for me. The email states definitively 48 hours, not approximately 48 hours. So please cut the nonsense and tell me what is the amount of time you expect me to wait?