topic Re: Failed order . . . in Orders

Failed order . . .

DJM62 — Thu, 04 Jan 2024 11:20:59 GMT

Placed an order online (eventually), after three or four attempts, on Tuesday. This in itself was quite a traumatic experience, as the order kept failing at various stages. But got it submitted in the end. On Wednesday morning I received a text message saying that there was a problem with the order and to ring their digital customer services. So I did. Was on the phone for, maybe, 90 minutes? But was told that it was finally all sorted and the phone would be on a 24 hour delivery, so I should be receiving it tomorrow (Thursday). Great. Thursday morning I received another text message. A repeat of the previous one. There's an error with the order. So I phoned customer services and was told that the order had been cancelled the day before!! Aaaaagh! Now I have to wait for my up-front £30 payment to be refunded.

DO NOT SWITCH TO EE, THEIR SYSTEMS ARE RUBBISH!

Re: Failed order . . .

Christopher_G — Thu, 04 Jan 2024 13:29:11 GMT

Hi and welcome to the community, @DJM62

I'm really sorry to hear about your order experience. Did they explain why the order was cancelled?

Chris

Re: Failed order . . .

DJM62 — Thu, 04 Jan 2024 13:44:58 GMT

Hi Chris

No, they didn't say why. Said they couldn't tell why. Just that it was updated at 11:12 (yesterday), this is when I received my confirmation email, then it was cancelled at 11:20.

Re: Failed order . . .

DJM62 — Thu, 04 Jan 2024 13:46:58 GMT

Sorry, not 11:20, it was 11:30.

Re: Failed order . . .

Christopher_G — Thu, 04 Jan 2024 14:05:42 GMT

OK, thanks @DJM62

I recommend giving our Mobile Care team another call to discuss this and find out the reason why it isn't going through. Hopefully they can help.

Let us know how you get on.

Chris

Re: Failed order . . .

DJM62 — Thu, 04 Jan 2024 14:12:48 GMT

No, the order has been cancelled. I was told my refund would hit my account within 48 hours. So I'm going to stick with my current network. This experience has completely put me off EE altogether.