topic Re: EE cancelled order due to fraud in Orders

EE cancelled order due to fraud

joannec1985 — Tue, 16 Dec 2025 22:18:06 GMT

Hello,

I placed an order via the website then EE called to just to confirm, Everything went ok. I ordered a Iphone 17 pro max and an apple watch SE3, Everything went great until this morning.

This morning i looked on my DPD tracking for the watch as I was advised that the phone would take around 7 days which I wasn’t bothered with, My tracking said return to consigner.

I called them and explained what my tracking said and then they came back to me saying that it was something to do with fraud and I was not eligible for any services with EE at all.

I was absolutely shocked and devastated as this was a present for my daughter for Christmas, and was shocked as I was potentially getting called a fraud. I am absolutely furious.

I even suggested going into store to show identification and anything with my address on it, I’m unsure why it came back as fraud as I am on the electoral register at my address, card is to my address everything matched up. I even passed the security about me when going through the order with the woman on the phone.

Re: EE cancelled order due to fraud

Schockwave — Wed, 17 Dec 2025 10:06:24 GMT

Hello @joannec1985 ,

Welcome to the community,

Unfortunately this is not customer service and we have no account access, not sure why the fraud, I would try speaking to customer service to find out what is going on.

You can also launch a complaint here:

https://ee.co.uk/help/contact-ee/complaint

Re: EE cancelled order due to fraud

Rach_H — Wed, 17 Dec 2025 10:09:53 GMT

Hi @joannec1985,

Welcome to the Community!

I'm sorry to hear about the trouble you've had with your plan, and I can appreciate how frustating this must be for you.

I'd recommend reaching back out to our team and they will be able to raise a complaint, and advise of the next steps that are available.

Rach