topic Re: Missing Order in Archived Posts

Missing Order

rebeccastow390 — Tue, 12 Jan 2021 14:56:42 GMT

I ordered an upgrade on January 2nd, paying an early upgrade fee with the money coming out of my account. A few days later I still hadn't received a text from DPD nor was the tracking number I was given by EE working. I called on Wednesday the 6th to be told that EE had cancelled my order, even though the money had been taken out of my account. The lady from EE I spoke to apologised profusely and then told me that she'd re-ordered my phone make and model and that she would send me an email when the order was sorted and again on it's way. It's been a week and I've heard nothing. Is it worth calling again or should I wait a little longer? It's now been 10 days since I ordered the new phone.

Re: Missing Order

James_B — Tue, 12 Jan 2021 17:09:11 GMT

Hi @rebeccastow390,

Welcome to the EE Community. 🙂

Which phone did you order?

James

Re: Missing Order

rebeccastow390 — Tue, 12 Jan 2021 17:25:18 GMT

It was an iPhone SE (2020) Red 64GB

Re: Missing Order

James_B — Tue, 12 Jan 2021 17:29:25 GMT

Hi @rebeccastow390,

That model is showing as in stock. Please get in touch with Customer Care so we can check the status of your order.

Thanks

James

Re: Missing Order

rebeccastow390 — Fri, 15 Jan 2021 14:08:03 GMT

Just as an update,

I called 150 and spoke to a member of the team who told me that because EE had cancelled my order, the representive's prior request to re-order my phone had failed as my account is now showing as 'upgrade not available'

The representive I spoke to on Tuesday night (12th Jan) said he was going to try and solve my account issue by getting in touch with the team who delegate upgrades so they can 'allow upgrades from my account' so to speak.

I have heard nothing since Tuesday the 12th of December, and I'm at the point where I'm considering asking for a refund. I ordered this phone on the 2nd January, and for EE to cancel my order and then still take my money is just unacceptable. Plus it seems that now my account is just a myriad of issues that no one seems to know how to solve. I'm disappointed.

Re: Missing Order

James_B — Fri, 15 Jan 2021 15:00:06 GMT

Hi @rebeccastow390,

What response do you get if you text UP to 150?

James

Re: Missing Order

rebeccastow390 — Fri, 15 Jan 2021 22:04:40 GMT

I get

'sorry we cannot process your request, please try a little later'

Re: Missing Order

Katie_B — Sat, 16 Jan 2021 09:47:43 GMT

Thanks for confirming @rebeccastow390.

I have sent you a private message for more details.

Katie 🙂