New phone not arriving and still being charged

[issy12]

Completely dissatisfied with the level of service I have experienced. I have ordered a new phone, paid for the first instalment and it still has not arrived (10 days late). I called EE to discuss this and was told that my order never went through despite already paying for it. I questioned why they could see my order but said it did not exist, the man was completely unhelpful and said that I could try myself but I wouldn't be getting a phone. Eventually they got me to sign up again after saying the order had not gone through and me saying I had paid for it! Am I going to be paying for 2 phones without ever receiving one. I asked to speak to billing and the man hung up on me.

Completely at a loss on what to do with this, feel helpless knowing that there are such  incompetent people at the other end of the phone. 

Has anybody else received this shocking customer service? 

[Leanne_T]

Hi there @issy12 

I am very sorry you have had this experience when placing the order and the service you have received.

I will certainly see what I can do to help, did you receive a confirmation email for the first order? 

Which device did you order including memory size and colour? 

Speak to you soon. 

Leanne.

[issy12]

I seem unable to respond to these replies which is increasingly frustrating- the EE forum is not useful. I have now responded 3 times and neither time the  response shows up here. 

Someone get back to me ASAP!

Black 16 plus 256GB

[Peter_W · Accepted solution]

Hi again @issy12, we recommend not sharing any personal details in this public forum, so it looks like this been automatically filtered when you've been trying to reply. 

Your most recent post is showing now, but I've edited it to remove your order reference number.

Whenever you place an order online with us, this is initially goes through our eOrder system before being built on an actual account and sent to you.

Very occasionally this won't go through though, and in these instances sometimes it's easiest to just pop a new order through. 

You would only be charged for the order that actually went through here, and you're not billed for any services until the actual handset has been dispatched.

Peter