EE nightmare

Johnm69

Hope someone can associate with this nightmare I'm having with EE. I ordered an upgrade online and the phone never arrived. Tracking ends with it at DPD's main sorting hub in Hinkley. I gave it a week and chased it up with EE. They immediately ordered a redelivery which never came. I then opened a case with EE but they came back and said there is activity on the upgrade phone so they are dropping the case and leaving me paying for a phone I never got. The activity evidence they sent is all on my original phone.Went to a shop also to try and prove physically what phone I'm using but I they phoned the call centre and said the case was closed. Lodged a case with ombudsman and have refund demand letter from CAB. Wary of opening too many avenues at once though.

liggerz87

Might want to post on here but the consumer rights 

chistery

Follow the EE complaints process. 
https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-practice
EE should be looking for activity on the IMEI of the new device.

Johnm69

I went right through their complaints system straight away and was eventually deadlocked. They say the new IMEI shows on the activity , but their evidence says I had the phone before it was to be delivered. My SIM has never left my current phone either 😔

macman

If you are now deadlocked then you can proceed via the Ombudsman.