Hoping someone can advise.
I got an offer of free early upgrade (saving £185) for being a loyal customer (13years) I decided to go ahead and upgrade. I ordered the phone to be delivered to Warrington store 1. My local store closed down and 2. DPD are useless if you work Monday to Friday (found out the hard way before Christmas with a phone from ee funnily enough)
I head down to Warrington (30min drive) remembering to take every scrap of ID I have because recently married and unable to see online how to update surname.
birth certificate, marriage certificate, driving licence, passport, bank statement. Covering all bases for name, name change, photo ID, address and direct debit details.
To be told no. You can’t have your phone. We can’t use common sense or managers discretion. We can only give to you if you have ID with maiden name on. Point out birth certificate. No has to be photo ID. But what if I didn’t drive or leave the county (like my dad, he has neither) to be basically told tough. We couldn’t help you in those circumstances.
I’m understandably annoyed at this point. Told me nothing they can do. Ring customer services. Fine, ask to use the phone to be told no, not something we do. But then lets the next woman use the shop phone to talk to customer service.
whist I’m trying to speak to customer service the shop staff keeps interrupting me and is rude. I snap at her to leave me alone. She shouts back at me and storms off.
After almost an hour on the phone and a very public break down (recent bereavement, highly emotional) I managed to get as far as shop will scan my marriage certificate and change my name which they initially said they couldn’t do. The whole reason I had to ring customer service in the first place could have been avoided.
my problem now is that they have sent my phone back but nobody can tell me how long it takes or provide any tracking.
I paid an upfront cost for a phone I now don’t have. I am paying for a higher tariff for same said phone.
and nobody can confirm that my offer will be honoured when I come to do the upgrade again if and when the initial phone arrives back at head office.
And before anyone says I was rude to staff etc. I actually apologised to the staff member and the manager. Neither of which apologised to me. And not one single member of staff had the common decency to ask if I was ok or even offer me a tissue after seeing my clear state of distress.
