What a nightmare...and I wasnt even an EE customer! I tried to buy a phone from EE via a special promotion "online and instore". I went in store to get my phone. After 2 HOURS they advised it was not possible to complete the promotion in store and was online only. Ok- so I rang EE and they said it's fine to do on the phone and I'll get my new phone on Monday (They had plenty in stock). Nothing by Wednesday Morning. So I ring up and it's no longer in stock hence why it hadn't been delivered and it will take 3 weeks. I cancel over the phone. And end up buying the same phone with Three without any hassle. A month later I then have a phone delivered from EE. And later that day my old orange sim card is cut off from my old phone. I have to ring up and explain. They agree. And hilariously they cannot email out to give written confirmation. They can only text.... to the number that they removed. I send the phone back and cancel my existing contract for my old phone over the phone with them. Next 2 months I'm still getting billed for the new phone monthly... after about 8 calls to customer service. More calls but they will not send written confirmation. No call back. No reference numbers. And different call centres every time I call. No Bill's for next 8 months. Then I look at my bank account. They charged me for my old phone monthly even though that was cancelled. I end up only getting half my money back for that! Very annoyed at this point. 2 years later.... I then get a bill for £60. Here we go again. 10 calls and 3 months later they gave up billing me. Worst customer service I've ever experienced. Something is wrong when the "biggest" communication company in the UK are unable to give written confirmation. Stay away. They are bullies! A total of 3 years customer service nightmare for a phone I didnt even buy or use.