EE keeps cancelling my order for a TV added on to my contract

[Zexine]

Right, so I wanted to upgrade my TV finally and decided to order one with EE. I ordered the Samsung TV and they took the money from the upfront cost, then will out telling me cancel my order without telling me they have, they didn't put the money back in my bank either just added the money as credit on my account. I ring them up, I'm on the phone with them for about an hour, no ones helps resolve this issue tells me to go online but online tells me to call them. During the phone call they say they cancel the order because of my broadband thinking I was buying a TV  channel package and I tell them I didn't order that and just ordered a TV with nothing added on to it and tell me they don't sell TVs when I have an email saying I have ordered a Samsung TV. I tried ordering again to find yet again EE has cancelled my order without telling me, I'm not sure if I even want to bother trying again, terrible service EE!!

[Chris_S]

Hi @Zexine It sounds like you've had a very frustrating experience there, especially when all that you want to do is get a new TV.

I'd recommend giving our sales team a call, as they can look at getting the TV ordered there and then for you, and give you more information as to why the money that you've paid has gone back on as a credit.

If you dial 150 from an EE phone, then select options 1, 4 then 3, a sales guide will be able to help.

Chris S

[shaunmills]

Hey!

This is the same issue I am experiencing. It looks alike a few other threads on here are reporting similar issues now. I have spoken to 150 multiple times, they have taken the deposit for the TV twice (refunded on to my bill for one of them eventually). 

Apparently they are experiencing issues with all 55” televisions where they are unable to process through the delivery with parcel force. Although, it depends who you speak to. I’ve also been told the item has sold out and I will need to cancel, but after explaining what I previously had been told they eventually agree that’s the problem.

One of the agents I spoke to recommended raising a formal complaint to get some priority on the resolution, although that was closed down twice now without any formal contact from EE, and 150 just say to wait another week. 

I posted on X, and also on here on another thread but it’s not getting any traction. I would say to raise a complaint on the main EE site, and hopefully if enough customers raise it, someone will investigate what is going on.