topic Re: No order details after payment in Orders

No order details after payment

Tracey113 — Mon, 07 Aug 2023 10:16:43 GMT

I have paid an upfront fee for an accessory, I have received an email saying that the order has been received, but the order is not showing in my orders and i have received no further updates since the initial email.

I cannot see anywhere that i can contact to query this as it is not a mobile phone or broadband.

Re: No order details after payment

Katie_B — Mon, 07 Aug 2023 11:36:36 GMT

Hello @Tracey113.

Welcome to the community.

Are you currently an EE pay monthly customer?

What accessory did you order?

Katie

Re: No order details after payment

Tracey113 — Mon, 07 Aug 2023 11:44:42 GMT

Hi Katie,

I am a pay monthly customer.

The order was for a TV.

Thank you,
Tracey

Sent from Outlook for Android<>

Re: No order details after payment

Katie_B — Mon, 07 Aug 2023 11:59:13 GMT

Thanks for getting back to me @Tracey113.

Please could you confirm which TV you ordered? I'd like to check our stock levels and delivery guidance for you.

Katie

Re: No order details after payment

Tracey113 — Mon, 07 Aug 2023 12:24:54 GMT

Thank you Katie' details are as below:




	Sony KD50X75WLPU 50” 4K Android Smart TV \| Black

Re: No order details after payment

Katie_B — Mon, 07 Aug 2023 12:44:10 GMT

Thanks for coming back so quickly @Tracey113.

I would recommend giving us a call and speaking with our customer care team who can provided a further update on your order.

Katie

Re: No order details after payment

Tracey113 — Mon, 07 Aug 2023 12:46:52 GMT

I did try but with the new system i was unable to get through to anyone on 150. It just kept sending me to an online page which did not have any option for my query and the phineline would go dead.

Can you recommend how best to get through on the phone.

Re: No order details after payment

Katie_B — Mon, 07 Aug 2023 12:49:35 GMT

Hi @Tracey113.

Of course, when calling please select option 2.

This will then take you to the automated menu, once at the automated menu please select the options for our customer care team/account and billing.

Katie