Upgraded IPhone 11 to Iphone14 & Plan online, received AirPods, no new mobile

[Matthewsp]

Yesterday upgraded my IPhone 11 to IPhone 14, changed my plan also, and paid my upgrade and device fee. 
my delivery came today in a A4 bag and inside were AirPods, no mobile at all. The delivery note stated Iphone14 was in the package. I was on a Teams call with my colleague and opened the package in front of them.
called EE spoke to a representative and was on the phone for sometime, gave her the AirPods serial number and what I was expecting, after sometime I was told my issue would be investigated and I would receive a call within 72 hours, I asked for an email from the representative stating what has happened and who would be contacting me. The representative also said she would get one of her colleagues to call me in a day or so to see if I have been contacted. 
I see this has happened before, can anyone help me as normally I would have completed an upgrade in store. 
thank you

[Katie_B]

Hello @Matthewsp.

Welcome to the community. 

I am sorry to hear this and of course hope this gets resolved for you as soon as possible. 

You have done the right thing by notifying our customer care team right away so this can be sent to the relevant department to be investigated. 

Please be sure to keep us updated following your call backs. 

Katie 🙂

[Matthewsp]

Hi Katie,

I asked the representative for an email detailing my call, which has not arrived, so I do hope I receive a call very soon to let me know when my Iphone14 will arrive.

Many thanks

Pete

[Matthewsp]

Not sure why it has been marked as a solution received when it has not.

[Katie_B]

Hi @Matthewsp. 

The solution will be removed as this is yet to be resolved. 

Katie

[Matthewsp]

Thank you Katie

[Matthewsp · Accepted solution]

What a brilliant service I have received from EE.

received a phone call last Friday, saying my phone would be with me on Monday 3rd July. I received my new IPhone on Saturday 1st July. Excellent customer service received along the way and what they said happened. I’m very happy, thank you EE customer services

[James_B]

That's great news @Matthewsp! 🙂

James