topic Re: Urgrnt help required in Orders

Urgrnt help required

Kerrybrinbrin89 — Wed, 21 Jan 2026 22:31:33 GMT

EE you have taken first payment from my account, But i have not yet received any Confirmation from you about my order.. I have not been given a reference number and I do not yet have an account number.. I have never found this matter so stressful and Confusing.. EE you are having an impact on my mental health as I struggle to understand My Order and that is leaving me upset and confused

Re: Urgrnt help required

Kerrybrinbrin89 — Wed, 21 Jan 2026 18:52:49 GMT

I placed an Order on the 17th January.. You taken payment and sent pre Contract details to my email... I haven't been given an account number or Order number , I dont know if my phone is coming or not and I rang today and they wasn't able help because I didn't have an order number... I can sign in on the EE app but until I have a reference number or order number No one seems to be bale to help me

Re: Urgrnt help required

Kerrybrinbrin89 — Wed, 21 Jan 2026 22:44:12 GMT

Hi there i have recently bought a phone which i haven't yet recieved, they have taken first payment and no one can seem to help me

Re: Urgrnt help required

Katie_B — Thu, 22 Jan 2026 08:06:14 GMT

Good morning @Kerrybrinbrin89.

Thanks for coming here.

I am sorry to hear this is causing you upset and would love to see if we can get this looked at for you.

Have you had a bill taken or was it an upfront payment?

Could you please confirm when you placed your order and what device you ordered?

Speak soon,

Katie

Re: Urgrnt help required

Kerrybrinbrin89 — Thu, 22 Jan 2026 19:51:18 GMT

Hello Kate this payment was first payment for A Samsung Galaxy S25 Ultra

This order was placed online

Re: Urgrnt help required

Kerrybrinbrin89 — Thu, 22 Jan 2026 20:51:06 GMT

I placed my order on the 17th January

Re: Urgrnt help required

Katie_B — Fri, 23 Jan 2026 07:56:47 GMT

Thanks so much for getting back to me @Kerrybrinbrin89.

If your first bill has been taken but you are yet to receive your device I would recommend getting in touch.

Our customer care team will be able to chase your order and amend any incorrect billing.

Please keep me updated.

Katie