iPhone 17 Pro Max Stolen/Missing In Transit/Supply Chain

[Nomme92]

Sub-Subject: Empty box and missing iPhone 17 Pro Max on upgrade order.

Yesterday (07/12/2025) I upgraded both my phone and my wife’s phone with EE to the iPhone 17 Pro Max. We have not upgraded for some years and were excited to receive them today via DPD and impressed by next day delivery.

Unfortunately, upon opening the two delivery bags, one phone arrived as expected but, the second bag contained only an old empty grey iPhone 15 Pro Max box and a consignment note. No handset, no accessories; wrong phone for starters and no phone or anything in the box. However, the outer packaging on the bag shows signs of tampering; peeled labelled, like it had been re-stuck down!

As soon as I saw this, I took multiple photos of both bags, the contents, the serial and order numbers and the areas where the packaging appears disturbed. I then contacted EE straight away to report this.

I am a former police officer and, in line with the advice here, I also reported the incident to my local police. A log number has been created for this incident, which I am happy to provide if required. The officer I spoke to advised there is a significant rise in this type of fraud involving courier and supply chain handling. Reading through other threads on this forum, I feel awful for everyone affected, including now my own family. It appears something is going badly wrong at some point in the delivery chain where devices are removed from sealed bags and empty boxes placed inside.

EE has advised me an investigation will take up to 72 hours. I appreciate a process needs to be followed, but 72 hours is a long time to be left without clear reassurance when a high value item is missing.

I have done everything right on my side. I opened the bags immediately on delivery, gathered evidence, reported it to EE without delay and logged it with the police. I am hopeful this will be resolved fairly and I will not have to escalate this to the ombudsman.

I understand issues occur in any large delivery network, but I- like many here- need reassurance EE will protect customers when this happens. I would appreciate a prompt response from EE confirming this situation is being treated as a missing handset due to suspected theft in transit/supply chain and, as many here have said I will not be held liable for a phone which never reached me. At present I have one phone and one empty box, and I imagine I am being billed for two iPhone 17 Pro Max handsets. This is just not right or just; wishing you all luck with your incidents, wish me luck with mine!

Thank you in advance to EE- particularly the initial call handler- for looking into this, as I am sure they will, I hope for a clear and fair resolution.

[Nomme92]

Subject: Empty box and missing iPhone 17 Pro Max on upgrade order.

I feel your pain, I recently upgraded both my phone and my wife’s phone with EE to the iPhone 17 Pro Max. We have not upgraded for some years and were excited to receive them today via DPD.

On opening the two delivery bags, one phone arrived as expected. The second bag contained only an old empty grey iPhone 15 Pro Max box and a consignment note. No handset, no accessories; wrong phone for starters and no phone or anything in the box. However, the outer packaging on the bag shows signs of tampering; peeled labelled, like it had been re-stuck down!

As soon as I saw this, I took multiple photos of both bags, the contents, the serial and order numbers and the areas where the packaging appears disturbed. I then contacted EE straight away to report this.

I am a former police officer and, in line with the advice here, I also reported the incident to my local police. A log number has been created for this incident, which I am happy to provide if required. The officer I spoke to advised there is a significant rise in this type of fraud involving courier and supply chain handling. Reading through other threads on this forum, I feel awful for everyone affected, including now my own family. It appears something is going badly wrong at some point in the delivery chain where devices are removed from sealed bags and empty boxes placed inside.

EE has advised me an investigation will take up to 72 hours. I appreciate a process needs to be followed, but 72 hours is a long time to be left without clear reassurance when a high value item is missing.

I have done everything right on my side. I opened the bags immediately on delivery, gathered evidence, reported it to EE without delay and logged it with the police. I am hopeful this will be resolved fairly and I will not have to escalate this to the ombudsman.

I understand issues occur in any large delivery network, but I- like many here- need reassurance EE will protect customers when this happens. I would appreciate a prompt response from EE confirming this situation is being treated as a missing handset due to suspected theft in transit/supply chain and, as many here have said I will not be held liable for a phone which never reached me. At present I have one phone and one empty box, and I imagine I am being billed for two iPhone 17 Pro Max handsets. This is just not right or just; wishing you all luck with your incidents, wish me luck with mine!

Thank you in advance to EE for looking into this, as I am sure they will, I hope for a clear and fair resolution.

[Northerner]

Hi @Nomme92 

You taken the correct steps here. Really it should be for EE to cancel the IMEI and reissue the device but they will need to investigate first. 

You shouldn't complain here: https://ee.co.uk/help/contact-ee/complaint

You might need to speak to citizens advice or take legal advice generally as the burden of proof is on you as the delivery was complete, this is a common answer to these types of complaints. You are right as there does seem to be an increase in these thefts in the supply chain/delivery chain which should be investigated. 

Thanks 

[Minkey1]

@Nomme92 

Good luck Nomme. Something tells me you will pursue this if EE default to their usual “proof of delivery of a bag is proof it contained the phone ordered” - and that’s right and proper.

We buy our phones and given the number of these cases last year and this year, I bought my 17PM direct from Apple - who, coincidentally, also use DPD. Knowing what had happened to others, ‘er indoors filmed me unboxing just in case. Fortunately, everything was in order.

I’m not naive. I’m sure that in a customer base the size of EE’s there will be the occasional attempt at fraud but to my mind that won’t explain the number of incidents reported here. I’m not even sure why either fraudsters or distribution network thieves think it’s profitable - if phones can be blocked 🤷🏼

Anyhoo, good luck, and keep the forum updated 👍

[Nomme92]

In short, whilst no one has said it in these words, is has been insinuated that I am now accused of stealing the phone. Terrible customer service by EE and shame on them. I’ve been with EE for 12 years and had no end of devices with them with no problem at all. However, like so many I’ve read about, this doesn’t matter or have any impact to EE, their investigation that seems to only amount to checking weights of packages and a single photo at delivery of the address seems to give them what they believe to be enough proof to uphold a case. I say it seems to be because when I’ve challenged the complaints team to provide me the detail of investigation they either flat out refused to or have me very surface level answers and I honestly still do not know the full detail of their investigation other than what they have looked at doesn’t prove anything. In short, no care for the customer, no care that the customer who lost their phone is vulnerable and disabled… sickening.

Also as an ex-police officer, I find this insinuation outrageous.
EE, when this matter is resolved, I will be leaving your service across broadband phone and other devices and will never return; it’s terrible how you’re being with people and, worst still, you are defending people who are stealing from yourselves and your loyal customers. For the love of God spend the same energy on getting better protection in place in your supply chain.

Besides this the jokes in the thief because EE have- in my instruction- blocked the phone 🤣 so whoever stole it- be it DPD or EE- you’ve stolen my vulnerable wives now very expensive orange paperweight! 

If anyone else experiences anything similar to this, get in touch and let’s expose this ludicrous scam! I bet that sadly more people will come forward with the same.

[Nomme92]

Absolutely there have been far too many incidents that I have seen and this has now been escalated to the financial  ombudsman; as unfortunately EE have taken the wrong decision and advise there is nothing more than can do following an “investigation”.

In short, whilst no one has said it in these words, is has been insinuated that I am now accused of stealing the phone. Terrible customer service by EE and shame on them. I’ve been with EE for 12 years and had no end of devices with them with no problem at all. However, like so many I’ve read about, this doesn’t matter or have any impact to EE, their investigation that seems to only amount to checking weights of packages and a single photo at delivery of the address seems to give them what they believe to be enough proof to uphold a case. I say it seems to be because when I’ve challenged the complaints team to provide me the detail of investigation they either flat out refused to or have me very surface level answers and I honestly still do not know the full detail of their investigation other than what they have looked at doesn’t prove anything. In short, no care for the customer, no care that the customer who lost their phone is vulnerable and disabled… sickening. 

Also as an ex-police officer, I find this insinuation outrageous.

EE, when this matter is resolved, I will be leaving your service across broadband phone and other devices and will never return; it’s terrible how you’re being with people and, worst still, you are defending people who are stealing from yourselves and your loyal customers. For the love of God spend the same energy on getting better protection in place in your supply chain. 

Besides this the jokes in the thief because EE have- in my instruction- blocked the phone so whoever stole it- be it DPD or EE- you’ve stolen my vulnerable wives now very expensive orange paperweight! 

If anyone else experiences anything similar to this, get in touch and let’s expose this ludicrous scam! I bet that sadly more people will come forward with the same.

[Minkey1]

@Nomme92 

There’s several examples on the forum of empty iPhone boxes being delivered by DPD, both last year and this year. Several posters say they are having to pay for a phone, and service, they don’t have. EE seem to rely on proof of delivery of a parcel as proof it contained a phone. I don’t know where in the chain the weighing comes in, but it seems likely the device is “diverted” after, or the weight is falsified.

It’s a disgrace. 

Personally I’d reach out to the previous posters then flood the consumer champions with a list of cases, TV and press.

EE need to be publicly shamed into taking action.

Good luck, and keep us informed.

[Nomme92]

Exactly @Minkey1  and @Northerner 

This is shocking and shows a lack of care for customers . I have recorded every call I’ve had with EE, DPD, the Police, Action Fraud.

Ive written to my local MP and, pursuing legal and media routes too. 

And, I have written to DPDs, BTs and EEs CEOs to escalate the issue and ask for a resolution. If either of you want to join me, or know others that want to join me in protesting this, we need to join forces and look at all legal routes to bring EE to justice for their lack of care, particularly around vulnerable people! 

Thanks,

Shaun *****

[Mod edit: Removed full name to protect your privacy. Please avoid sharing full personal details in public posts. Thanks!]

[Minkey1]

@Nomme92 

Hi Shaun

My interest is in seeing natural justice done. My phone arrived safely, albeit via DPD, direct from Apple. 

I’ve often suggested ceoemail dot com. When I switched from BT to EE I had problems with all 3 product areas, BB, mobiles, and TV, ignored EE CS and emailed BT and EE CEOs direct.

Executive Complaints took it over and eventually 90% of the issues were resolved (+ c£100 compo). I’m left with 3 accounts and 3 bills compared to 1 account and 1 bill with BT, but it all works, so 🤷🏼

I hope the others affected see this and join forces to achieve a positive outcome.

[Nomme92]

Posting this multiple times until @EE actually acts on this and provides the customer care they boast about everywhere and aren’t providing me or so many others in my same situation:

I am, however, scared it will fall on deaf ears too. All details in brief format below and, if you need more details/references I can provide them; EE to my understanding still have the power to change this decision and send me the phone I never received:

⸻

Dear Sir or Madam,

I wish to raise a formal complaint against EE Limited regarding a missing handset from a recent upgrade order and EE’s handling of the matter.

My details are as follows. Full details can be provided if required.

Account holder: my name

Former mobile account: details can be provided

Account number: details can be provided

Order number: details can be provided

Address: Can be provided

Telephone: Can be provided

Email: can be provided

On 8 December 2025, DPD delivered two parcels from EE relating to an upgrade for both my phone and my wife’s phone to iPhone 17 Pro Max 1TB Cosmic Orange. One parcel contained the correct handset. The second parcel contained an old empty grey iPhone 15 Pro Max box and a consignment note. No handset or accessories were present.

The outer packaging appeared disturbed around the label area, suggesting possible interference. I reported this to EE immediately. The parcels were handed together to my wife while I was upstairs, meaning she had no opportunity to notice any weight difference at the door. This has been consistently explained to EE.

I photographed all items immediately, including both bags, labels, paperwork, and the empty box.

I reported the matter to Derbyshire Police and to Report Fraud. Reference details can be provided. All calls with the police, Report Fraud, and EE have been recorded. This includes calls with EE colleagues Natalie, Lee Archibald, Robson, Stacey, Lauren, and Tiff, and escalation to executive level. Recordings or transcripts can be provided.

EE advised their supply chain investigation found no fault and rejected my claim. I have repeatedly requested a clear explanation of their investigation and where the loss occurred. This has not been provided. I have also raised concerns about how I have been treated during these calls.

Under the Consumer Rights Act 2015, goods remain the retailer’s responsibility until delivered into my possession. One handset was not delivered. I have preserved evidence, reported the matter, and cooperated fully. We have been loyal EE customers for over 12 years with no prior issues. Any suggestion of wrongdoing on my part is deeply upsetting.

I seek the following outcomes.

Immediate replacement of the missing iPhone 17 Pro Max, preferably via an EE store.

Removal or suspension of all charges linked to the missing handset.

Written confirmation that I will not be billed for a device I did not receive.

If EE refuses these remedies, I ask for independent review and appropriate resolution.

Evidence supporting this complaint can be provided, including photographs, order records, police and fraud reports, and recorded communications. The missing handset has also been blocked to prevent use.

This situation has caused significant stress. My wife is 20 weeks pregnant and recently hospitalised. This level of anxiety is unacceptable.

I look forward to your response and clear next steps. Further legal and media action remains under consideration.

Yours sincerely,

Shaun ****

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]