Ee finance and ee website not saving details

[Kevp88]

Hi

I tried to purchase a sim free phone only available online via ee finance, the finance application says under review and does not save, then on review I click to continue and it resets and I need to apply again. 

Store wont let me buy sim free on finance and calling gives me same answer. This is frustrating and I cannot proceed to buy it! Please provide assistance to get this dealt with.

Thanks

[Rach_H]

Hi @Kevp88,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your order, and I can understand your frustration. 

I'd recommend clearing your cookies and cache, or trying another browser before giving this another try.

If you do still have trouble then there is a 'Message Us' option on the page, which should help you get connected to the team so they can look into why this is happening.

Rach

[Kevp88]

Hi, did that, tried mobile, work laptop, different browsers, incognito...nothing works. Called ee and they said they cant help, over 20 years and I cant even buy a simple simple free phone. Seen plenty of complaints in this forum on this issue so ee must be aware and still no solution. The message us people just try and sell me a phone with a plan which I dont want as I have a plan with ee im happy with

[Chris_S]

Hi @Kevp88 

If you're struggling to get past the finance section of the application, you can speak with our finance team via email.

The email address for our finance team is support@eefinance.co.uk

Chris S

[Kevp88]

Hi @Chris_S 

I spoke to glow who provide the finance on the phone and they said they cannot manually confirm the application. 

They said ee are aware of the issue but havent resolved it as the finance application details are on the ee shop but dont get saved so when glow finish review and send an email to continue the process, it doesnt pick it up from where it was and then that automatically cancels the application as a result.

There are lot of examples of this same issue but seemingly no fix on a website that means nokne can buy on finance? I cant buy in store or on phone either where the process would at least be saved.

Is there any way or person you can direct me to

[Chris_S · Accepted solution]

Thanks for updating me @Kevp88 

It sounds like you've been making a big effort to get this sorted, I'm very sorry you're still no further forward.

You can make a complaint, then a member of our complaints team will investigate this for you and then get in touch.

Chris S

[Kevp88]

Thanks @Chris_S 

Have raised a complaint already, will wait for the response.

[Chris_S]

I appreciate you letting me know @Kevp88.

Keep me updated on how you get on, if you don't mind please.

Chris S

[Kevp88]

Will do @Chris_S 

Also worth noting ee finance (glow) said this is an issue with ee for some customers. A fix is meant to be put in place but they dont know if thats true or when it will happen.

Personally im not convinced ee have a plan to fix it based on how many have this issue in the community forums.