topic Re: Cancelled order by EE siting fraud in Orders

Cancelled order by EE siting fraud

lancerinkenya — Tue, 09 Jul 2024 10:01:25 GMT

My order has been cancelled by EE siting fraud. The order was made online and the handset had arrived at the depot for delivery, but EE cancelled the order siting fraudulant activity. Why is this?

Re: Cancelled order by EE siting fraud

Katie_B — Tue, 09 Jul 2024 10:29:01 GMT

Hi @lancerinkenya.

Thanks for coming here.

Have you recent notification from EE or is this showing on your tracking updates?

Katie

Re: Cancelled order by EE siting fraud

lancerinkenya — Tue, 09 Jul 2024 10:48:26 GMT

Hi Katie

I had a notification from DPD that the handset had been sent back to EE. I rang EE and had very little feedback from the person I spoke to only that it had been cancelled due to suspected fraud. I had authenticated myself when I ordered the handset and when I spoke to the person on the phone, but it is till cancelled.

This is very frustrating

Re: Cancelled order by EE siting fraud

Katie_B — Tue, 09 Jul 2024 11:16:30 GMT

Thanks for getting back to me @lancerinkenya.

Was any further information provided by our customer care team?

Katie

Re: Cancelled order by EE siting fraud

lancerinkenya — Tue, 09 Jul 2024 12:01:23 GMT

Hi Katie

Sorry for the late reply. There was absolutely no information provided by the customer care team at all.

Re: Cancelled order by EE siting fraud

lancerinkenya — Tue, 09 Jul 2024 12:02:19 GMT

Only that the order had been cancelled as they thought it was fraudulant activity. Which it was not at all.

Now I won't get my phone in time before I leave to travel.

Re: Cancelled order by EE siting fraud

Katie_B — Tue, 09 Jul 2024 12:05:04 GMT

Hi @lancerinkenya.

I'm sorry to hear this.

Was the agent not able to place a new order?

Katie

Re: Cancelled order by EE siting fraud

lancerinkenya — Tue, 09 Jul 2024 13:12:33 GMT

Hi Katie

He did not offer to do this for me.

Is it possible?

Re: Cancelled order by EE siting fraud

Christopher_G — Tue, 09 Jul 2024 13:58:56 GMT

Hi @lancerinkenya

It depends on how the investigation went and what the reason was for the fraudulent activity flag. You need to discuss this with our Mobile Care team.

Chris

Re: Cancelled order by EE siting fraud

lancerinkenya — Tue, 09 Jul 2024 15:32:05 GMT

Hi Christopher

That's what I did and they were utterly useless

Re: Cancelled order by EE siting fraud

James_B — Tue, 09 Jul 2024 18:00:33 GMT

Hi @lancerinkenya,

What action did the agent you spoke to take?

Are they looking into a solution for you?

James

Re: Cancelled order by EE siting fraud

lancerinkenya — Wed, 10 Jul 2024 05:07:54 GMT

Hi James

The agent took no action at all and did not offer to help me. I have never come across such poor customer service.

James

Re: Cancelled order by EE siting fraud

Katie_B — Wed, 10 Jul 2024 06:17:53 GMT

Hi @lancerinkenya.

I have sent you a private message.

Katie