Returned iWatches Signed and proof but not removed off account

[NaomiiLeeLA91x]

Is there someone that can give me advice? As I have never had this issue before, I returned 2 iWatches separately as that’s what I was told to do with there own packaging paid for special delivery on both as advised kept the receipt etc says it was delivered over a week ago I believe this was and they haven’t cancelled and removed them off my account? I contacted returns they are so useless they take forever to reply and when I do over a week ago they told me they investigate like I said over a week ago and I sent messages none get answered made a complaint that didn’t get answered maybe there busy fair enough but I’m about to be billed for the lines that was returned on both,  bare in mind I refused a delivery for the ring doorbell I ordered as I changed my mind and dpd toke it back to EE and they didn’t update that either till I contacted them then they acted like they did me a favour of removing it there an then when it should of been done anyway when it was scanned into warehouse an checked etc not wait weeks this is getting beyond I did complain to off com today but obviously I will have to wait but what happens now? As I see they do this a lot it’s flooded with this type of thing on forums an reviews only because I was planning to go to o2 for my devices as they gave me a much better price however with this EE lingering over me I want to sort this out first I’m at my wits end with it all. Just need some advice or if anyone else went through this and how do you get them to respond back? 

[Chris_B]

@NaomiiLeeLA91x  Once they receive the returns it’s scanned and you know it’s been returned.  It still has to be processed and just being scanned doesn’t mean it’s been processed.  It’s two different things.    But I’m surprised it’s been over a week though and it’s still showing on your account.  

[NaomiiLeeLA91x]

Yes this is what I expected but a week it toke the same with the ring doorbell I refused it wasn’t till I contacted they said oh yes we have it and just toke it off but there not responding to me I guess I will just have to wait or wait for offcom to contact in regards of this.

[Chris_B]

@NaomiiLeeLA91x  Ofcom don’t deal with individual cases so you’ll be waiting awhile.    

[NaomiiLeeLA91x]

Hi I rang them an then I got a email with my reference number and told I was being contacted, is that wrong information I was given? They said they would but it takes time? Now I’m really confused 🫤 as to where to go as they assured me I would be contacted and gave me a long reference number 😩

[NaomiiLeeLA91x · Accepted solution]

**UPDATE**

as weird as this is since posting I had a email come through complaints and returns are both helping so I should have a resolution on working hours mon-fri they said I await them to sort it they did say 72 hours an that should of dropped off my account but it didn’t so they said they will get this sorted. 

🤞 

[NaomiiLeeLA91x]

**UPDATE**

if anyone goes through the same thing please keep your receipts + all records I did and they have finally removed it off my account after a investigation they found the watches but they couldn’t explain what happened. But always keep your receipt and your thread of emails keep all records as it turned out the last agent didn’t investigate at all, and yesterday they did and found out they was scanned and they was there but they can’t understand why it wasn’t removed. 

All in all it was a nightmare but sorted