That makes sense, but is a very odd way of handling ordering processes like this in 2022.
Could you imagine if you ordered something on Amazon, only to have to wait for some team to actually order it for you? That wouldn't last long and there is a reason that they let customers actually place orders.
EE doing it this way is just plain stupid, and could be interpreted as lying when they tell you to 'do it all online' instead of phoning up, as you said the phone option seems far superior and actually processes an order.
