topic Re: ID not accepted in Orders

ID not accepted

Juliet10 — Thu, 29 Dec 2022 06:42:15 GMT

upgraded my phone. They won’t take my Biometric ID as my proof of ID. My provisional licence expired on the 11/12/22. That’s the only ID I have. I asked to store manage what I should do then. They said they can’t do anything the contract had started but haven’t received my new phone.

it’s not fair. They told they can’t do anything. When I called customer it sounded as thou I was the problem not cooperating. I can’t pay for an upgrade I can’t have.

Re: ID not accepted

Christopher_G — Thu, 29 Dec 2022 08:51:12 GMT

Hi @Juliet10

Welcome to the community.

The store would need a valid UK driving license or passport as proof. Have they said if the upgrade would be cancelled and reversed?

Chris

Re: ID not accepted

Juliet10 — Thu, 29 Dec 2022 10:03:33 GMT

They said they couldn’t do anything cause the contract started but it’s on my old phone.
so if you don’t have a passport or licence you can’t get a phone?
That’s not fair really. If the biometric is considered as an ID in the UK. Why can’t you use I use it. I am going to cancel it in store. Will switch to a different service who accepted my biometric card before I started using EE.

thank you for your advice.

Re: ID not accepted

Christopher_G — Thu, 29 Dec 2022 10:12:50 GMT

Did you take out your upgrade in store, or did you do it online/over the phone to be delivered to the store, @Juliet10?

Chris

Re: ID not accepted

Juliet10 — Thu, 29 Dec 2022 10:17:13 GMT

I ordered it store. Mk.

surprisingly if you check on your system I upgraded my son’s iPad. I got it two days after when I ordered online. But I can’t get my phone upgrade in store. That is inconsistent.

Re: ID not accepted

Christopher_G — Thu, 29 Dec 2022 10:21:03 GMT

We don't have access to those systems here in the community, @Juliet10.

I would definitely recommend going back into the store to discuss this further and find a solution or cancellation.

Chris

Re: ID not accepted

Juliet10 — Thu, 29 Dec 2022 10:24:57 GMT

Thanks very much. You need to upgrade you system not everyone drives or has a passport.
passports are used to travel & this is pure discrimination.

Re: ID not accepted

chistery — Thu, 29 Dec 2022 10:41:00 GMT

I think it's perfectly reasonable for EE to want to see valid government issued ID or what's to stop someone who knows your details going in and taking out a contract in your name?

The best advice though is never purchase in an EE store. You lose your right to cancel though in this case EE can't verify your ID, so they should cancel it as they know the goods haven't been handed over. Go back, complain loudly in store. Commission based sales people don't like to cancel orders.

Re: ID not accepted

Juliet10 — Thu, 29 Dec 2022 11:08:55 GMT

Thank you so much for your advice.

Re: ID not accepted

Juliet10 — Fri, 30 Dec 2022 08:25:02 GMT

How long does it take to reserve an order? As I explained before ID not accepted. I cancelled it in the store. The system is still showing my phone was upgraded. As I said before I will not pay for a device I don’t have. It’s in the shop.

I am not happy with the customer service I got from the assistant manager.

Re: ID not accepted

Katie_B — Fri, 30 Dec 2022 08:45:26 GMT

Hello @Juliet10.

Welcome back to the community.

Could you confirm if you got back in touch with the local store following your previous conversation and if a cancellation was processed?

If yes, it should take around 72 hours to revert back to your original price plan.

Speak soon,

Katie

Re: ID not accepted

Juliet10 — Fri, 30 Dec 2022 08:57:03 GMT

Hi. Yes I went to cancel the order. They refunded my preorder deposit. Looking forward to going back to my original contract.

it expires on the 10th of January 2023. Will decide what happens next.