None of this would have been necessary if the IMEI was on the database already. I explained the situation to him and he stated that to progress the claim, we would need to contact EE to confirm that the phone had been blocked, and to obtain an email or similar proof to that effect, which I could forward to him. The agent checked an industry database and told me that the IMEI was not on the database, which it should be if it had been blocked. This morning, I reported the theft to our insurer, to start a claim. The agent said he would also arrange for a replacement SIM to be sent to her. She called EE customer services yesterday, gave them her details and IMEi and was assured that the phone and SIM would be blocked. She is on a rolling EE SIM only contract and I bought her the phone to replace one which had broken.
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