Problems after problems

[Bomper1975]

Here we go again with EE and there useless customer service people. After all my problems I've been through this tops it off with a cherry on top. So upgraded my handset and I was told to pay £30 upfront and after reading my contract what the useless customer service agent sent me was completely wrong? Wrong phone to start.wrong airtime, then they didn't put it through after finding out which was telling EE about my problem. Next agent sorted the right handset for me and said I would be getting back my upfront costs and delivery payment. So they sent me all the paperwork and as I was reading it they put me on the Wrong airtime again 😡 so after waiting over 5 hours for a call back and when I finally get through I'm on the phone for over 3 hours sorting a simple contract out due to being an exciting member, phone arrived but EE gave DPD wrong information so I couldn't receive my phone so ring up again and a manager sorted it out and phone got delivered next day. So I went for the Google pixel 9pro xl phone and gotta say I'm really disappointed with this handset, first of all trying to unlock it is a mission of its own as constantly doesn't recognise your face and fingerprint is really difficult for me as I've really bad arthritis in my hands and you have to press forcibly to use it and then constantly having to put pin code in. The Google assistant is not compatible with people with disabilities as it can't understand what I'm saying and always saying can you repeat that. So again phoned EE waited 2hrs to be told I'm not getting my money back as it's not a policy for EE to do that. So I'm returning the phone and wondered how long it would take 

[Alex_H]

Hi @Bomper1975,

I am really sorry for the experience you have had with your latest contract as that is certainly not what we expect and I can understand being frustrated. If you were told that on a call about the upfront cost one of our guides should be able to request the call is listened to confirm.

But I can understand wanting to return the phone if it does not meet your needs and this will result in the upfront cost being returned also. Have you already submitted your returns request to us using our online form or text service?  Return request form | Help | EE

The actual date you would receive the money back  for a return would depend on a few things, but mainly on when the phone is returned to us. But once the phone is scanned back into our warehouse, your order will be reversed by the returns team within 72 hours including refunding any upfront cost. You should receive a text when this is done. 

Typically for a card refund you could then expect to see this in the bank 1-4 days after the refund is issued.

Alex

 

[Bomper1975]

It's the lying was has my back up most as I'm supposed to be refunded
£39:95 my not seam a lot to some people but it is to me, I'm also sick and
tired of having to contact EE due to their mistakes not mine theirs,
It's absolute shambles of a company who hires individuals who can't do a
job properly or is it sell sell sell? Always knew big companies pray on
vulnerable people

[Alex_H]

@Bomper1975 I do understand what you are saying, I am sorry you have been left feeling that way after your experience, it is frustrating when you have been promised something and it has not happened. I can appreciate you may not want to contact us on 150 again if they have not resolved it for you previously, if you have been left unhappy you can submit a complaint to our team here Fill out our complaints form | Help | EE

Though as I say if you have submitted a returns request due to the phone not being suitable, the upfront costs will be refunded also as part of the return.

Alex