topic Re: Phone not delivered in Orders

Phone not delivered

Teegany1 — Sun, 17 Aug 2025 17:21:28 GMT

Hi I ordered a phone over two weeks ago and I have not had an email to say it’s been dispatched and also not received my deposit back? Can’t get into contact with anyone when I ring the number

Re: Phone not delivered

Chris_B — Sun, 17 Aug 2025 19:54:42 GMT

@Teegany1 What number are you calling? And what phone did you order ? Colour and storage size.

Re: Phone not delivered

Teegany1 — Sun, 17 Aug 2025 19:59:41 GMT

I ordered the iPhone 16 pro max 256gb in dessert titanium and I rang 0800 956 6000

Re: Phone not delivered

Ali_A — Mon, 18 Aug 2025 11:13:45 GMT

Hi @Teegany1

Great to hear you're looking to join EE!
Have you checked your junk/spam folders in your email? You may have had a further update showing.

As you've not had any dispatch confirmation notifications, please give our Customer Service team a call where a guide in the Digital Sales team can check your order was accepted successfully.
It may be that further information is required to complete the order.

Just so you know, the upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. We'll only complete the payment once the order is processed. If the order did not complete we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.

Ali