Replacement SIM at EE Store

[Ad13]

I needed a replacement SIM so following the instructions so went of out my way and visited an EE store (Sale) taking my photo  driving licence along with me. We got through the process and almost to the end and then a tablet was pointed at my head and the adviser was about to take a photo my me without any form of discussion. They were abruptly told to stop and when asked for the purpose of the photo I was told that it’s required. No explanation was given, no privacy statement or policy provided so I refused. They refused to give me a replacement SIM with out the photo so I left the store empty handed. I’m absolutely disgusted at EE and their ridiculous processes on replacing SIMs. The app could easily have issued one, but that’s not an option, according to customer care on 150. So I phoned and requested on through the post, as apparently that’s more secure than visiting a store with photo ID!?!? Totally unacceptable and a complete breach of privacy. 

[Chris_B]

@Ad13    First time I’ve heard that one.   

[Christopher_G]

Hi and welcome to the community, @Ad13 

I'm sorry that it wasn't explained before trying to take the photograph, you should have been asked first. The in-store photograph is part of the SIM replacement process and is used to match the likeness of your photo ID to reduce fraud risk.

I understand that not everyone would be comfortable with this, I'm glad you were given another method of ordering a SIM card.

Chris

[Ad13]

Thanks for your reply. What is the alternative if a customer isn’t comfortable with this? A slow SIM delivery via post? I’ve already been without service for 3 days now that I’ve paid a for. What I I was wearing a religious head covering obscuring my face? The whole thing is just wrong.

Sent from my iPhone

[bradster]

your only option may be just asking for a sim to be sent first class to be honest 

[Ad13]

But how a phone call with very basic security and delivery by Royal Mail more secure than a physical visit with photo ID? Perhaps it’s the store staff they don’t trust, and if that’s the case, then EE need to get their house in order without affecting the customer experience.

Sent from my iPhone

[Leanne_T]

Hi @Ad13 

I am very sorry this was not explained to you in the store, to organise a replacement SIM card please get in touch with our mobile care team who can request a replacement SIM card to be sent to your home address. 

Leanne.

[Chris_B]

@Ad13   Why do you say “Perhaps it’s the store staff they don’t trust, and if that’s the case, then EE need to get their house in order” ?    Are you trying to start something with that comment ?   You’re almost accusing someone of something. 

[Ad13]

So I spoke to 150 who sent out a replacement QR Code pack on Thursday which arrived on Monday. It didn't work and I got an error pop up so another had to be sent out. So, we were on Tuesday now and the replacement may come today, tomorrow or the day after. Approaching a week for a replacement SIM is completely unacceptable. I now have to go in to the office rather than work from home as 2FA won't work to allow me to log into the work network. My banking apps won't work because I don't have access to 2FA.

This whole situation is complete unacceptable when I made a physical visit to the store with my photo ID (Drivers Licence) and was refused a replacement SIM if I declined to have my photo taken.  I followed the guidance on the website as shown below. 

[Ad13]

So the saga continues. I've been without service for week now. EE 150 have sent out tow eSIM packs and nether have worked. Another physical SIM is being sent out today and might take up to 4 days to arrive.

EE - how is this okay?

Possibly THE worst customer experience I've had with a company EVER.