Call to confirm other details

[Floki_1998]

Hi 

I’ve just recently placed an order for the IPhone 16 Pro Max, this is my first time ordering from EE as switching from O2 to EE, so want to get an EE phone before cancelling my O2 account. So I placed the order the £30 has been taken from my account but then had a pop up & email telling me to contact to discuss other details? 

1. it’s 02:00 in the morning, so maybe don’t allow people to order online after customer service times. 
2. Don’t take money out from accounts until everything is sorted and complete. 
3. Why ask for more details after the order has been placed and paid for? 

If anyone has experienced the same issues and know what the “More details” mean please let me know. 

Many thanks 

[Floki_1998]

Just placed an order for the first time with EE, going to switch from O2 to EE, placed an order for the IPhone 16 Pro Max, £30 taken from bank account, received an email saying to contact them to confirm a few details. 

Why allow people to place an order online, take the money then demand they contact support for more details? 

[Chris_B]

@Floki_1998  They just want to check a few things.  

[XRaySpeX]

The payment you made to EE will only be pending until your order is accepted & that won't be until you contact them as requested & satisfy their queries.

[Leanne_T · Accepted solution]

Hi there @Floki_1998 

Thanks for coming to the community. 

When placing an order if any additional details are needed we would ask you to call, this can be requested at any time if this is needed. 

The payment would be pending, and if the order is cancelled or unsuccessful the payment would not be fully taken. 

If you call us on the number provided, the team can let you know what is needed and help you with the order. 

Thanks very much 🙂

Leanne.