topic Re: Order not despatched yet in Archived Posts

Order not despatched yet

Chris120 — Thu, 30 Apr 2020 09:45:06 GMT

Hello, I have made an online order for a pay as you go phone 48 hours ago I had one email confirming a successful order but I'm waiting for it to despatch also it hasn't even taken my £120 out of my account. Anyone know if this is normal in the current climate or is something wrong?

Re: Order not despatched yet

Leanne_T — Thu, 30 Apr 2020 14:54:51 GMT

Hi @Chris120

Welcome to the community 🙂

Thanks for ordering the pay as you go phone.

Which phone did you order?

Once your order is processed the money will be taken and the phone will be dispatched for you.

Speak soon.

Leanne.

Re: Order not despatched yet

Chris120 — Thu, 30 Apr 2020 15:01:15 GMT

Ok, so I called customer services they talked to "digital sales" they said they couldn't find an order with the reference number I gave them and advised me to order it again. So I tried to order it again but it was different process. I was ordering a pay as you go galaxy a20e but they were asking for credit check information which they didn't ask for before. I am unemployed but they were forcing me to put employment details that I don't have and asking for date I joined bank etc as if I was trying to buy a contract but I'm not it was 100% a buy now transaction which is weird so I was forced to buy a phone from eBay instead.

Re: Order not despatched yet

Leanne_T — Thu, 30 Apr 2020 15:10:39 GMT

Hi @Chris120

I am very sorry to hear this.

The EE Shop will ask for payment details for the phone and top up, but no credit check would be required if you are purchasing a pay as you go phone.

If you need any help in future let us know 🙂

Leanne.

Re: Order not despatched yet

Chris120 — Thu, 30 Apr 2020 15:20:44 GMT

It said pay now £119.99 pay monthly £0.00 but alas the credit check info was needed for some bizarre reason website error not mine. I'm annoyed seeing as I had a successful orderb2 days ago that just vanished and now this! Poor customer service just shrugged there shoulders and said try again only for the website to be making some kind or mistake

Re: Order not despatched yet

Leanne_T — Thu, 30 Apr 2020 15:30:07 GMT

Hi @Chris120

I am very sorry to hear this.

I would ask you to try clearing cookies and cache and visiting the EE Shop in a different web browser to see if this showed the pay as you go option, however I have read you have now purchased the device elsewhere, I am sorry I could not help you get this sorted.

If you do need anything else, please let me know.

Leanne.

Re: Order not despatched yet

Chris120 — Thu, 30 Apr 2020 15:29:43 GMT

Haha typical, blame anyone but yourselves. No it was EEs problem and they have lost a sale. I'm over it now no need to reply tata

Re: Order not despatched yet

Leanne_T — Thu, 30 Apr 2020 15:32:49 GMT

I really do apologise @Chris120

Take care.

Leanne.