topic Re: Problems with new iPhone and verification issue in Orders

Problems with new iPhone and verification issue

Wayner666 — Sat, 11 Jan 2025 11:09:27 GMT

I applied for a new iPhone 15 online passed everything then had a strange message in tracking, spoke to an advisor who put the order through manually, received the phone. Now want to use it but apparently not verified as no details coming up apart from account no everything else blank, so have been told that I now have to go to store to verify and take the phone, sim and delivery note. What I do nit understand is why was the phone sent if there was a problem and yes I do have photo ID and can go into store but what a hassle when I cannot use the phone at all atm and I do nit live near a EE store so it will be a nightmare. And can they keep the phone and say i can’t actually open the account due to a historical problem with an older contract which was an extremely long time ago if so why did they send it and create the new account and I have made a payment already and received a new bill. I’m not sure if there was a breach of contract a very very long time ago as my partner had a phone thru me and didn’t pay it all. But again if that’s the case why did I pass and then send me a contract and phone? So confused and cannot afford for them to the this one back although I can’t make it receive calls just use Wi-Fi and apps ? Any help would be appreciated

Re: Problems with new iPhone and verification issue

Wayner666 — Sat, 11 Jan 2025 09:53:17 GMT

Re: Problems with new iPhone and verification issue

Rach_H — Sat, 11 Jan 2025 15:38:58 GMT

Hi @Wayner666,

Welcome back to the Community!

We want to make sure that your contract is everything you'd expect, so I can understand your concern. I'd recommend giving our team a call, and they will be able to take a look into everything that has happened and help you to get this resolved.

Rach

Re: Problems with new iPhone and verification issue

Wayner666 — Sat, 11 Jan 2025 16:21:20 GMT

Thank you I already tried that and they won’t discuss it I over the phone as they say there are no details, and I have to go to store to do verification but they cannot say anything over the phone. But if there was a problem with an old debt why did I pass all checks ? Just crazy.

Sent from Yahoo Mail for iPhone

Re: Problems with new iPhone and verification issue

Lesley_W — Sun, 12 Jan 2025 09:01:20 GMT

Thanks for the update @Wayner666

Did they say you needed to visit store with ID for verification purposes?

If that's not convenient, you can be verified by writing in to our customer admin team. If you would like the address, I can pop that over to you.

Lesley

Re: Problems with new iPhone and verification issue

Wayner666 — Sun, 12 Jan 2025 10:13:32 GMT

Hi yes they said they need me to bring us to activate the phone and verification because they have no details on my account and canno do this over the phone. But I still xxxx ntvgrt why this wasn’t picked up at the time of ordering especially if there was a problem. Why did they put it thru manually ? And miss everything off. Surely they can’t take the phone back if I should not of had it.? And I’ve had my first bill paid. It’s totally there fault.

Sent from Yahoo Mail for iPhone

Re: Problems with new iPhone and verification issue

Lesley_W — Mon, 13 Jan 2025 12:40:24 GMT

I wish I could shed some light on it @Wayner666, but we don't have access to your account here on the forum.

I'm sure once the team can access your account, they will be able to investigate and get to the bottom of this.

Lesley

Re: Problems with new iPhone and verification issue

Wayner666 — Mon, 13 Jan 2025 12:44:37 GMT

Thanks, it gets worst I have received a letter saying that EE have removed the details and sorry to hear the phone was ordered at my address without my knowledge. So hence that’s why I can’t talk to them as they have removed the details. It is shocking as it was ordered correctly and I ordered it so I have now made a formal complaint online through the complaints portal as they will not speak to me. A bill has been paid and one due so not a clue what had happened but this is so inconvenient as I need the phone.

Sent from Yahoo Mail for iPhone

Re: Problems with new iPhone and verification issue

Lesley_W — Mon, 13 Jan 2025 13:25:08 GMT

I understand why you would want to raise a complaint @Wayner666

Our complaints team will be in touch with you as soon as they can and hopefully get a resolution for you.

Lesley

Re: Problems with new iPhone and verification issue

Wayner666 — Mon, 13 Jan 2025 13:37:00 GMT

I just spoke to the Fraud team and they said the account was cancelled there and as there is 2 accounts and no password has been set up so we have to go to store. They basically would not talk to me and said go to store they would not let me tell them what had happened and wasn’t interested tbh.

all they said was account cancelled and only store would help reactivate it but they may not.

shocking

Re: Problems with new iPhone and verification issue

Wayner666 — Mon, 13 Jan 2025 13:42:32 GMT

Do you know if there is an email address I can raise the formal complaint with and get it to priority at all ?

Re: Problems with new iPhone and verification issue

Lesley_W — Mon, 13 Jan 2025 14:58:02 GMT

We do not have a direct email address to raise a complaint @Wayner666.

All of the ways to make a complaint are listed here Make a Complaint | Contact Us | EE

Lesley

Re: Problems with new iPhone and verification issue

Wayner666 — Mon, 13 Jan 2025 15:01:11 GMT

That appreciate yr help will go to store the weekend and find out what’s going on and why this has happened. The lady in fraud team said they will nit take the phone back it has to be sorted as EEs fault.?

Re: Problems with new iPhone and verification issue

Lesley_W — Mon, 13 Jan 2025 15:57:09 GMT

It sounds like it was incorrectly flagged as fraudulent @Wayner666, in which case the team would look to reinstate this once verification is passed.

Lesley

Re: Problems with new iPhone and verification issue

Wayner666 — Mon, 13 Jan 2025 16:02:53 GMT

Yes there certainly does seem to be an error big time as the account number created on the delivery note is also different to the account number quoted on the bill and letter so they have to sort it one way it another as long as I don’t lose the phone, if so I will ask fir compensation as I have lost money already and not been able to use it. So surely they should credit the account.

Once again. Thanks for your help much appreciated and I will update the chat with the outcome on the weekend.

Sent from Yahoo Mail for iPhone