EE cancelled order due to fraud

[joannec1985]

Hello,

I placed an order via the website then EE called to just to confirm, Everything went ok. I ordered a Iphone 17 pro max and an apple watch SE3, Everything went great until this morning. 

This morning i looked on my DPD tracking for the watch as I was advised that the phone would take around 7 days which I wasn’t bothered with, My tracking said return to consigner. 

I called them and explained what my tracking said and then they came back to me saying that it was something to do with fraud and I was not eligible for any services with EE at all. 

I was absolutely shocked and devastated as this was a present for my daughter for Christmas, and was shocked as I was potentially getting called a fraud. I am absolutely furious. 

I even suggested going into store to show identification and anything with my address on it, I’m unsure why it came back as fraud as I am on the electoral register at my address, card is to my address everything matched up. I even passed the security about me when going through the order with the woman on the phone. 

[Schockwave]

Hello @joannec1985 ,

Welcome to the community,

Unfortunately this is not customer service and we have no account access, not sure why the fraud, I would try speaking to customer service to find out what is going on.

You can also launch a complaint here:

https://ee.co.uk/help/contact-ee/complaint

[Rach_H]

Hi @joannec1985,

Welcome to the Community!

I'm sorry to hear about the trouble you've had with your plan, and I can appreciate how frustating this must be for you.

I'd recommend reaching back out to our team and they will be able to raise a complaint, and advise of the next steps that are available.

Rach