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. 

[James_B]

Hi @Ad13,

I'm very sorry to hear this hasn't been resolved yet.

Have Technical Support been able to advise what is causing the issue?

James

[Ad13]

Nope! They are sending the 3rd SIM card out today. They have no other suggestion other than just keep sending SIMS. That's a full week of sending SIMS out and still no service.

I've logged a complaint with EE via an online form and haven't heard back from that either. I have 5 lines with EE on my account and I'm on the verge of moving them all to another network.  had best hear back from someone soon otherwise I'm going to explode. 

@James_B do you work for EE? Are you able to escalate this issue to someone? I'm at my witts end and can't get to speak to anyone who can resolve this issue.

A WEEK+ WITHOUT SERVICE IS NOT ACCEPTABLE

[James_B]

Hi @Ad13,

Yes, I work for the EE Community Support Team.

You've done the right thing in raising a complaint online. The team will gather some details on what has gone wrong and then contact you directly.

James