Cancelled order by EE siting fraud

[lancerinkenya]

My order has been cancelled by EE siting fraud. The order was made online and the handset had arrived at the depot for delivery, but EE cancelled the order siting fraudulant activity. Why is this?

[Katie_B]

Hi @lancerinkenya. 

Thanks for coming here. 

Have you recent notification from EE or is this showing on your tracking updates?

Katie

[lancerinkenya]

Hi Katie

I had a notification from DPD that the handset had been sent back to EE. I rang EE and had very little feedback from the person I spoke to only that it had been cancelled due to suspected fraud. I had authenticated myself when I ordered the handset and when I spoke to the person on the phone, but it is till cancelled. 

This is very frustrating 

[Katie_B]

Thanks for getting back to me @lancerinkenya. 

Was any further information provided by our customer care team?

Katie

[lancerinkenya]

Hi Katie

Sorry for the late reply. There was absolutely no information provided by the customer care team at all.

[lancerinkenya]

Only that the order had been cancelled as they thought it was fraudulant activity. Which it was not at all.

Now I won't get my phone in time before I leave to travel.

[Katie_B]

Hi @lancerinkenya. 

I'm sorry to hear this. 

Was the agent not able to place a new order?

Katie

[lancerinkenya]

Hi Katie

He did not offer to do this for me. 

Is it possible? 

[Christopher_G]

Hi @lancerinkenya 

It depends on how the investigation went and what the reason was for the fraudulent activity flag. You need to discuss this with our Mobile Care team.

Chris

[lancerinkenya]

Hi Christopher

That's what I did and they were utterly useless