My order does not go through

[andraspaul]

I just ordered a phone plan from the EE website. Payed for it and it turns out they don't have the phone. However still on the website as an offer! Would be great if could really buy the plans available on your website. Asked for a refund. Open for hints. Cheers.

[Chris_B]

@andraspaul   What phone and can you please provide the link to that webpage that you ordered from ? 

[andraspaul]

Hi, the above mentioned plan:

https://shop.ee.co.uk/auth/mobile-phones/upg-pay-monthly/iphone-se-good-as-new/details

If I click on add this device to your account - it says

"Sorry A, it looks like there are no suitable plans available for this device right now."

If I click on the available plans ( because there are plenty of them ) and add to basket, and pay, which I surely did it takes the payment obviously. Next day I got a message from noreply@ee.co.uk that

Unfortunately the product you have chosen is out of stock at the moment. 

I check the website today the offer is still there.

I went to a shop today to make a personal arrangement and I was told that they can make me an offer but I have to pay for it. Again! Wait, I payed already. Anyone listening? No worries. Waiting for my refund. I recently bought a phone on ebay. Cheers

[Leanne_T]

Hi @andraspaul

Thanks for coming to the community.

Sorry I can't see the device you ordered with the link, could you let me know the device you ordered including size and colour?

Have you spoken to our Mobile Care team and had the order looked into?

Thanks.

Leanne.

[andraspaul]

Hi Leanne,

Here is the full page. If I click on the link above it appears clearly but I captured and pasted here:

I asked for my refund through phone yesterday. I did not get any confirmation email and any deadline when I will receive it. That is really a bad customer service.

[Leanne_T]

Hi @andraspaul

I am very sorry to hear this has happened.

Refunds normally take 5-7 working days. if you would like an update on the refund at any time, please give us a call and our Mobile Care team will be happy to check this for you.

Thanks.

Leanne.

[andraspaul]

That's great! Thanks Leanne! I whish someone like you would be there at first place who knows handle situations like this. I'll update this as soon as I get my refund. I am also hoping my current plan will not be affected.

[Leanne_T]

No problem @andraspaul

Let me know how you get on 🙂

Leanne.