topic Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on! in Orders

Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

SymonEE — Fri, 28 Jun 2024 11:08:08 GMT

Hi,

I ordered a SIM on Tuesday, paid for it, it's out of my bank, and no sign of it after 3 days. Also, no sign of my order in my EE account. So no evidence of purchase other than email...which shows no receipt of price paid.

Not a good start. All other providers get a sim to you next day or day after. Should the order at least not show in my account?

Thanks

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

Northerner — Fri, 28 Jun 2024 11:40:42 GMT

Hi @SymonEE

Sims are delivered by royal mail and can take up to a week.

Thanks

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

SymonEE — Fri, 28 Jun 2024 11:49:15 GMT

Thanks, but that's not my main question. There's no evidence of my order in my account. Even the order email has database errors.

"Order Details:
$ctx.order.directDebit.accountHolderName
null - null - null ****null"

No sign in my account, glitchy email, no sign of SIM. Understandably worrying. Just looking for advice on if it should be in my account. Hence "Should the order at least not show in my account?"

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

Christopher_G — Fri, 28 Jun 2024 13:47:13 GMT

Hi @SymonEE

Welcome to the community.

Is it a brand new SIM as a new connection?

Chris

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

SymonEE — Fri, 28 Jun 2024 14:37:26 GMT

Thanks Chris. Yeh, all new. New to EE, new sim, new account, etc.

"Not a good start" was my poor explanation of this. My apologies.

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

Christopher_G — Fri, 28 Jun 2024 14:47:29 GMT

Thanks, @SymonEE

I'm pretty sure that the order should show in your EE App/Account. Since it isn't, and there was a problem within your confirmation email, I recommend speaking with our Mobile Care team, just to check the order.

Chris

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

SymonEE — Fri, 28 Jun 2024 15:39:23 GMT

You have to call them. And...I have no ability to call. SIM missing.

Well, at least they managed to take the money with no issues.

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

Leanne_T — Fri, 28 Jun 2024 16:11:18 GMT

Hi @SymonEE

Please call us from any other phone or VoIP service such as Skype using one of the contact numbers @Christopher_G has provided and the team will certainly get this looked into for you.

Leanne.

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

SymonEE — Fri, 28 Jun 2024 16:38:17 GMT

There will be options to chose when I can phone. Chris just linked to a ton of options with no indication on which section to choose. They're all 07953966150...so there'll be options to chose from.

When I phone, do I select "Track my order", as that's the issue? Well that just asks for an order number. My sim order number doesn't work when I do it online.

Do I chose "sales team"? "Tech support"? "account and billing"? Whichever I get through to will likely tell me to go to another, if I get it wrong. But all could be relevant. They're all 07953966150...so there'll be options to chose from.

All this place has done is pointed me to call and go from there.

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

Leanne_T — Fri, 28 Jun 2024 16:51:45 GMT

Hi @SymonEE

If you call 0800 956 6000 this is the number for the sales team, then if you select new/joining EE you will get transferred to one of the sales guides who can check the order and get this sorted 🙂

Leanne.

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

SymonEE — Sat, 29 Jun 2024 18:59:43 GMT

It turned up this morning. Not 48 hours on the marketing...but 120.

Anyways...I linked it to my account and I see it: Your Pack: £10 Subscription Pack.

Cool...but the £10 worth of data, mins, and texts are nowhere in sight and my balances are zero. No minutes or texts, but an odd data allowance.

I'm meant to have: 8GB Data - 500 Minutes - Unlimited Texts
I actually have: 24GB Data - Zero Minutes - No Texts

It's a brand new order, direct from EE...**so am I missing something?** The card with the sim doesn't explain this. It tells me to follow instructions that never happened. So I linked it myself.

It's as if rather than giving me the £10 pack...it dumped 24gb of data on me!

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

SymonEE — Sat, 29 Jun 2024 19:01:33 GMT

It's telling me what I should have (paid for). But showing me I have this:

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

XRaySpeX — Sat, 29 Jun 2024 19:21:59 GMT

Regarding your query in your OP no orders are recorded in PAYG a/c's. In fact they don't even know your mobile no. until you add it yourself.

What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

SymonEE — Sat, 29 Jun 2024 20:07:45 GMT

It's says current balance is £0.00. I know this. But it should be a full £10 subscription. Searching around it seems this is a massively common topic. Maybe something simple is lost in translation.

BTW: The page before those images now says my data is also zero. The 24gb is 2 x 12Gb boosters that apparently end tonight.

FULL MESSAGE:

Your current balance as of today 21:01 is £0.00. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

Re: Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

SymonEE — Sat, 29 Jun 2024 20:47:27 GMT

Actually, one of the leaflets says "your £10 top up will be added within 2 days". Looks like more waiting. Will be around a week.

I really hope this is not a sign of how slow EE are, and just the beginning process.

Thanks for everyone's time.