EE Finance

[Anniedog]

I thought I would take advantage of the 0% offer when I decided to buy a phone on the EE app. I put the phone in my basket and at checkout I began to fill in my finance application details. When asked to take a photo of my passport, once my phone camera was positioned correctly the photo was automatically taken by the system and I submitted it for verification. A message appeared saying unable to verify. I tried again and same result. Starting the process again I no longer have the finance option. I tried a while later. I got the finance option but once again kicked out at the photo stage. Since then there is no finance option. Does anyone know why the process fails at this point? I don’t think I’ve been refused finance since the process didn’t complete but if I can’t complete the application I’ll try elsewhere. 

[Northerner]

Hi @Anniedog 

I suspect the photo is needed to verify the photo ID you have to provide to protect against fraud. Finance is provided by Glow I believe and it maybe you need to try again in 24 hours if this failed. If you're already an EE customer give CS a call on 150 and upgrade over the phone.

Thanks 

[Anniedog]

Thank you for that. Just to add that I am in touch by email with an EE representative and have asked if I may have to fill in a paper form to proceed. I spoke to Glow and was told my application had not been refused but cancelled. Naturally it’s not my fault that the system failed. EE don’t have my photo id(I don’t think)so not sure where in one minute the system is going to to verify my details. So does the process just stop there???? I would have expected something like:- “Sorry can’t verify your details, your next step is to do this. Once we’ve verified your details another way your order can proceed.“
Until that happens they won’t get a sale I’m afraid.

George