I recently ordered a 5G router from EE for £100, along with a SIM card plan costing £50 per month, for which I set up a direct debit. I paid the £100 upfront and received a confirmation email stating they were processing my order. However, the email subject said, "Please call us to discuss," which I found confusing.
The £100 payment is still pending in my bank account. A few days later, I received a text saying my order had been cancelled and this also provided me with a link if I wanted to place a new order. I know this was legitimate, as when I signed up from the app, I also got a code to login from the same contact.
I’m hesitant to dispute the pending transaction with my bank without first speaking to EE, as I don’t want to risk being tied to two contracts if I place another order. Although the cancellation text seems definitive, I’ve tried calling EE multiple times using every available option, but no one is answering, even though their system says the lines are open.
Could anyone advise on how to proceed? I'm edging towards cancelling the transaction on my bank and re-ordering. Having checked my bank, I can't see that a direct debit has been set up.
