topic Re: No confirmation in Orders

No confirmation

Leewj12 — Sun, 19 Oct 2025 13:31:47 GMT

I ordered the iPhone 17 pro max ten days ago and since then I have received an email of acknowledgement and the ee finance agreement email. I have had the upfront cost charged on bank which was expected but extremely disappointed about communication for confirmation and delivery. I have already phoned and emailed just to receive no help. What can I do.

Re: No confirmation

Northerner — Sun, 19 Oct 2025 13:35:58 GMT

Hi @Leewj12

If you cannot check EE order tracking then you'll need to speak to EE CS on 150 about your order.

Check your junk/spam folder. l

Download the DPD app as well.

Thanks

Re: No confirmation

Leewj12 — Sun, 19 Oct 2025 13:40:33 GMT

Order tracking is not working. I have already phoned and recieved no help. I have checked junk/spam and no email from ee. Also downloaded dpd and no information. I understand there is a delay but it is extremely frustrating when I have already paid half of the cost upfront.

Re: No confirmation

Schockwave — Sun, 19 Oct 2025 13:47:51 GMT

@Leewj12 , the amount you paid upfront is pending, not taken and will not be taken until your phone is dispatched.

Re: No confirmation

Northerner — Sun, 19 Oct 2025 13:54:05 GMT

@Leewj12

When calling EE CS you should have asked for your order number to check the tracker.

Thanks

Re: No confirmation

Leewj12 — Sun, 19 Oct 2025 13:58:13 GMT

The amount that I have paid upfront has 100% left my bank account

Re: No confirmation

Leewj12 — Sun, 19 Oct 2025 14:00:00 GMT

did ask for my order number but the person on the phone was trying to divert me elsewhere and then hung up.

Re: No confirmation

Leewj12 — Sun, 19 Oct 2025 14:23:35 GMT

It does say awaiting delivery now but I could not access the delivery updates prior so I don't know what stage this is at. Also have no tracking number

Re: No confirmation

Leewj12 — Sun, 19 Oct 2025 14:26:21 GMT

EE APP order tracking says 'order placed' but EE FINANCE says 'awaiting delivery'. I don't know what stage my order is in

Re: No confirmation

Schockwave — Sun, 19 Oct 2025 14:33:02 GMT

@Leewj12 , that is exactly what it says, awaiting delivery, as like many others, you have to be patient as you are in a queue for when EE have stock and can deliver, as they are sent out on a first come first serve basis.

Make sure that you have the DPD app with the same information as EE have, once your order is dispatched, you will receive notification of delivery from DPD and then another one on the day of delivery with a one hour window and a PIN number which you have to show the driver before you can receive your device.

Re: No confirmation

Leewj12 — Sun, 19 Oct 2025 14:42:35 GMT

So which one is more accurate? Each of them seam to say they are in a different stage. And if the money has left my account then does that mean it is being dispatched as shockwave has previously said that the money will not have left bank until dispatch?

Re: No confirmation

Ali_A — Mon, 20 Oct 2025 08:52:16 GMT

Hi @Leewj12

Great to hear you've placed an order. Pretty much all iPhone 17 pro max were on 28+ days for delivery around 10 days ago, but if you can tell me your colour and memory size I can check the stock details for you at the time you placed the order.

Ali

Re: No confirmation

Leewj12 — Mon, 20 Oct 2025 09:07:28 GMT

Silver 256gb but I still want to know about the previous question

Re: No confirmation

Ali_A — Mon, 20 Oct 2025 09:26:45 GMT

Thanks for getting back to me with the details @Leewj12

Upfront payments show as pending when you place the order, and is taken by us (show as payment completed by your bank) when we first process the order and send initial confirmation email.

Looking at the order history for iPhone 17 Pro Max 256GB Silver, stock guidance for all orders processed between 19th September and 14th October was "Available to order- Expect despatch in more than 28 days"

If you have received the order processed confirmation email, the next update you'll receive will be from DPD once your stock has been received and ready for dispatch. This is usually the day before shipping.

We'd recommend downloading the DPD app, and you can keep an eye on tracking too. But we'll notify you automatically anyway.

Ali

Re: No confirmation

Leewj12 — Mon, 20 Oct 2025 10:41:29 GMT

I have not recieved an order confimation email though. Only acknowledgment email with no further information which is why i am confused as to why i have been charged (the payment has been completed) and shows this as accepted on the finance website

Re: No confirmation

Ali_A — Tue, 28 Oct 2025 15:03:00 GMT

@Leewj12

With it showing on the finance website and the payment being fully taken, it would suggest that the order will have been processed.

It may be worth having a looking through your junk/spam folder in case the email has been incorrectly filtered there.
If you're unable to find the email and you'd like further reassurance the order has been completed, please give our Customer Service team a call where the guide will be able to check all the details for you.

Ali

Re: No confirmation

Leewj12 — Tue, 28 Oct 2025 07:19:52 GMT

It has been 19 days now. I have checked all folders in my email and there is no order number. I have called multiple times and there is staff have been no help.

Re: No confirmation

Chris_S — Tue, 28 Oct 2025 11:01:46 GMT

Hi @Leewj12

I'm sorry to hear that you've still had no update on your order.

If you don't have your order number, we can take some other details when you give us a call, then a guide should be able to locate your account and give you an update.

Chris S

Re: No confirmation

Leewj12 — Tue, 28 Oct 2025 11:19:36 GMT

I have called and mentioned all of the above and no one helped

Re: No confirmation

Leewj12 — Tue, 28 Oct 2025 11:32:18 GMT

I have order reference but no tracking