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Vouchers

AElrhman82
Explorer

‎16-02-2025 04:36 PM

Subject: Urgent – Missing £200 PlayStation Vouchers from PS Portal Order

Hi EE,

I need to escalate an ongoing issue regarding my PlayStation Portal order, which I took out as an add-on plan for £18 per month over 24 months, with a £10 upfront cost. The order was supposed to include £200 in PlayStation vouchers, but I have yet to receive them despite calling 16 times to chase this up.

Initially, my order faced delivery issues due to the verification code being sent to the wrong device. After multiple failed deliveries, DPD eventually left the package at my door without requiring a code. The PS Portal was inside, but the PlayStation vouchers were missing.

Since then, I have been passed from one agent to another, each giving me different answers. I was told to wait a few days, then 14 days, then another five days while an "investigation" took place. I was even sent incorrect game card vouchers that did not work. My most recent call was on Tuesday this week, when I was assured that the correct vouchers would be sent by Thursday via email or text—but yet again, I have received nothing.

I have been extremely patient, explaining my situation over and over again, which is incredibly frustrating. This was supposed to be a Christmas gift for my daughter, and due to the delays, I had to use my own savings to get her started on games. Because of this, I also missed out on sale prices for other games.

I have been a loyal EE customer for years and have multiple products with you, yet I am being put in a position where I feel completely ignored. This should have been resolved long ago. I now need to escalate this beyond a manager because this level of service is unacceptable.

Please sort this out immediately and provide the correct £200 PlayStation vouchers as originally promised. I expect a prompt response, as I should not have to keep chasing this.

Looking forward to your urgent reply.

Thanks.

0 Helpful
3 REPLIES 3
AElrhman82
Explorer

‎16-02-2025 04:35 PM

Subject: Urgent – Missing £200 PlayStation Vouchers from PS Portal Order

 

Hi EE,

 

I need to escalate an ongoing issue regarding my PlayStation Portal order, which I took out as an add-on plan for £18 per month over 24 months, with a £10 upfront cost. The order was supposed to include £200 in PlayStation vouchers, but I have yet to receive them despite calling 16 times to chase this up.

 

Initially, my order faced delivery issues due to the verification code being sent to the wrong device. After multiple failed deliveries, DPD eventually left the package at my door without requiring a code. The PS Portal was inside, but the PlayStation vouchers were missing.

 

Since then, I have been passed from one agent to another, each giving me different answers. I was told to wait a few days, then 14 days, then another five days while an "investigation" took place. I was even sent incorrect game card vouchers that did not work. My most recent call was on Tuesday this week, when I was assured that the correct vouchers would be sent by Thursday via email or text—but yet again, I have received nothing.

 

I have been extremely patient, explaining my situation over and over again, which is incredibly frustrating. This was supposed to be a Christmas gift for my daughter, and due to the delays, I had to use my own savings to get her started on games. Because of this, I also missed out on sale prices for other games.

 

I have been a loyal EE customer for years and have multiple products with you, yet I am being put in a position where I feel completely ignored. This should have been resolved long ago. I now need to escalate this beyond a manager because this level of service is unacceptable.

 

Please sort this out immediately and provide the correct £200 PlayStation vouchers as originally promised. I expect a prompt response, as I should not have to keep chasing this.

 

Looking forward to your urgent reply.

 

Thanks.

0 Helpful
XRaySpeX
EE Community Star
EE Community Star

‎16-02-2025 04:47 PM

You can't escalate it here. This is just a user discussion group. You can only escalate with EE. Phone CS.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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Schockwave
EE Community Star
EE Community Star

‎16-02-2025 04:48 PM

@AElrhman82 , this forum is not customer service, we have no account access and do not know who you are, you are best ringing customer service and speaking to them about this.I know you have already spoken to them, but that would be the only way, although if they sent them out by post, then it would be by second class post, which could take 4-5 days to reach you.

You can also make a complaint here:

https://ee.co.uk/help/contact-ee/complaint

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.