When is an Order Not an Order?

[Kernowtopia]

Hi all,

I wonder if I can get your opinion on my situation please? I have been an EE customer for 12 years on pay monthly and on Thursday went through the early upgrade process as directed on line after talking to a customer representative during a phone call.

I received the below confirmation email (details blanked out):

So by last night I had not text confirming delivery so I called 150. I eventually got through to digital sales who said they would not process the order due to 2 discounts being applied, but as you can see the website processed the order successfully so to my mind EE have accepted my offer contractually. I asked when they were going t inform me the order was not being processed to which I got a totally unsatisfactory answer. I am awaiting a call from a manager but this morning went on a live chat with EE customer services who promised to honour it (luckily I have the chat log) and told me to ring 150 to complete it, there are notes added to the account. So I did and guess what digital sales will not honour it and worse there is now no stock available. So I am now told I can have a discount but only on another phone, which means more money due to the only option being available with similar specs is an S20. To say I am annoyed doesn't really come close. What do other think have you experienced similar if so what happened?

Regards and thanks

[Kernowtopia]

@ChicChoco Your advice paid off, all sorted eventually as originally accepted by EE, so I am a happy customer again. But it was the worst customer service experience in 12 years, I had to chase the issue by ringing back after waiting for the promised call for 4 days.

Thanks again for taking the trouble to respond.