Complete waste of time Ee broadband customer taking out new mobile contract

[Stanton2111]

Hi

Don't know if anyone can support on here but completely frustrated.

Last night decided to order a new mobile and following recently switching over to EE I decided to take up the offer of a cheaper sim and new phone.

Ordered a Google pixel 8 pro and pretty much paid for the phone bar £70 outright with a new sim.

This morning got a text to say that there was an issue with my order, called up and was told that I wasn't eligible for flex pay as I'm not an existing customer so offered to pay for the phone outright and was told I couldn't do that either.

Pointed them to the website that clearly states in the t and cs that you don't have to be an existing customer for flex pay but I was an EE broadband customer, only to be told that I don't qualify!

Then they refused to allow my to pay for the phone outright and all I could do was cancel my order, even though again that was clearly an option detailed on the website 

I've left it in place and raised this to the CEO but just in case anyone on here can help before I cancel everything and move away if this is how you treat your customers.

[Leanne_T]

Hi there @Stanton2111 

I am very sorry to hear of your experience. 

To get this looked into in more detail and discuss what options are available for you, please try calling our sales team again on 0800 956 6000 and they will have full access to the order to help you further. 

Leanne. 

[Stanton2111]

Hi leanne_T

I called and again it was complete waste of time I got told the same again that I'm not an existing customer so they can't process my order.

Really frustrating as all I want is for my order that I've placed to be progressed I don't want to place a new order.

It quite clear on your website that flex pay is available to anyone not just existing customers.

[Leanne_T]

I see @Stanton2111 

I am very sorry to hear this, did the team advise any options that are available for you? 

Leanne. 

[Stanton2111]

They didn't give me any options that suited my needs and couldn't process my order as it stands.

To be clear Leanne I want exactly what I've ordered and it available on the site for any customer.

I just want my current order progressed.

[Leanne_T]

Hi @Stanton2111 

I am very sorry we have no account access on the community to progress the order, you would need to contact us again to discuss this in more detail. 

Leanne.

[Stanton2111]

Leanne there appears to be no use as I get the same answer. Unless there is a direct contact that can sort this out.

[Leanne_T]

Hi @Stanton2111 

All our contact details can be found on the Contact EE page. 

Thanks. 

Leanne.

[Stanton2111]

No I mean a direct contact not just the standard lines.

I think this has pretty much answered my question looks like it's time to cancel everything