topic Re: Order help in Orders

Order help

JordanB991 — Tue, 17 Dec 2024 05:12:08 GMT

Hey all.

Probably a stupid question. I placed an order for an iPhone 16 pro max, and received the usual order email. It says on the email at the top to ''Call to discuss'' my order, however it says they have my order and will begin to work on it straight away.

Do I need to call, or can I leave it in the hands of EE to sort out?

Thank you!

Re: Order help

Chris_B — Tue, 17 Dec 2024 07:28:10 GMT

@JordanB991 personally I would call because if they do want to speak with you, obviously they can’t sort it out until they do speak to you and customer support will not call you.

Re: Order help

JordanB991 — Tue, 17 Dec 2024 07:33:15 GMT

Yeah, definitely think I'll drop them a call when the CS line is open.

Email just confused me as it says they say I need to call to discuss my order, yet they're working on it.

Thank you none the less 🙂

Re: Order help

Danny192 — Wed, 29 Oct 2025 23:58:34 GMT

Hi did you call and find out as I'm having the same email it's so confusing thanks

Re: Order help

Ali_A — Thu, 30 Oct 2025 10:08:25 GMT

Hi @Danny192

Please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly.
They can discuss what additional information we need from you to manually complete the order for you.

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 does not get completed 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