Upgrade fee paid but not taken

[Jezzpezz]

Hi, ordered an early upgrade for a Samsung S20+ yesterday with a substantial early upgrade fee to pay. Paid the amount, yet it hasn't left my account and is not showing as pending. Had an email with an order number and it states usually dispatched within 1 day. Also I have 20% corporate discount applied, could this delay the order?

Thanks

[Profile closed · Accepted solution]

Hi @Jezzpezz 

Welcome to the EE Community,

you can track your order by clicking on the link below 

EE ORDER TRACKER  

If the tracker doesn't display any information call freephone 0800 317 720 and a customer service advisor will be able to check the status of your order.

Thanks,

David.

[Jezzpezz]

Thanks for the help. Managed to get through instantly on the number provided. My order had not gone through. And discovered the 20% corporate discount could not be applied to 5g contracts. Now resolved and upgrade should be here tomorrow 👍

[Profile closed]

@Jezzpezz glad your all sorted if you need any further help in future visit us here on the community 🙂

[JadePreston]

Hey, this is happening with me right now. The lines are busy and chat isn’t working. Did you get a response to this?

[Jon_K]

Hi @JadePreston.

The best way to get this issue sorted is to speak with our Customer Care team.

Our lines may be busier than usual, but please be patient when calling and an advisor will be able to help you.

Jon

[Bls123]

I can’t get through on the phones - it just says there’s no one available and then cuts off. My new phone is meant to be delivered today?!

[Katie_B]

Hello @Bls123. 

Thanks for coming to the community. 

What number are you calling?

Did you receive a notification from DPD regarding your delivery?

Katie 🙂

[Bls123]

I’m calling 0800 317720

no I’ve had nothing from DPD. I had an email confirming my order with an order number but then nothing since. I can’t find anything on my account and nothing has been taken from my bank 

[Katie_B]

Thanks for getting back to me @Bls123. 

What phone did you order?

When did you place your order?

Once your phone has been dispatched you will receive notification from DPD regarding your delivery. 

Katie 🙂