Hi Chris,
Thanks for your reply.
To explain the situation more clearly, I lost my phone around three months ago. The phone was purchased from Sky Mobile, but I was using an EE SIM in it at the time it was lost.
I contacted EE immediately and asked for the handset to be blacklisted using its IMEI. Initially, I was told that EE could not blacklist it because the handset had not been purchased from EE. After speaking to several people, I eventually reached an adviser who told me this was not an issue and confirmed that the handset had been blacklisted.
EE then provided me with a PDF proof of blacklisting, showing the handset make, model and IMEI.
I subsequently contacted my insurer, Domestic & General (D&G), to make my claim. However, D&G told me that when they check the handset on the national database, it is still showing as active/not barred. They therefore will not process my insurance claim.
Since then I have spent almost three months contacting EE, Sky Mobile and D&G back and forth. EE says the handset is blacklisted and has provided written proof, but D&G says the IMEI is still showing as active on the database they use. D&G will not accept the PDF alone because they need the blacklist/bar to appear correctly on their system.
I have therefore reached a point where simply being sent another proof-of-blacklisting document will not solve the problem. I need someone to investigate why EE shows the IMEI as blacklisted internally but the blacklist/bar is apparently not being reflected on the national database used by my insurer, and whether the blacklist needs to be resubmitted or corrected.
An EE store adviser suggested that I ask for help through the EE Community, which is why I am posting here.
Could someone from EE please advise how this can be escalated to the appropriate team to investigate the actual IMEI blacklist/database status?
I can provide the IMEI, EE proof of blacklisting document and any other information required privately.
Thanks.
