Early upgrade order

[CH2831]

I placed an order 2 days ago and I got email confirmation for my order. However no email or text from DPD and nothing showing on my app. 
how do I know my order definitely went through when it also won’t let me track my order either. The payment is still showing as pending from my bank.

[Chris_B]

@CH2831  Once a device has been allocated to you you’ll receive a tracking number.   If the bank account still says pending then EE haven’t taken the payment yet so you have as of yet not paid any upfront cost so you’ll not get a device dispatch to you. 
it might be worth calling customer services to inquire about this. 

[SB77]

I placed my order on Friday the 8th - the same, received an order number and nothing since and no tracking.  My upfront cost is also pending.  I'm waiting for it to reverse out and upping and moving in August when my contract expires. 

This isn't the first time (have been a customer since 2008) that online upgrades fail and EE hide behind the curtains from the customer and ignore we ever placed the order in the first place. I've always been able to resolve by using online chat and starting the upgrade over again, but now it appears I'm being forced to call sales and when I tried yesterday I hadn't been spoken to in over half an hour. I just don't have the time to sit on the phone on the off chance I can get through.

I've decided I'm not going to beg EE to take my money for 4 lines as I've had enough. This is an age old problem and time they sorted it out.

[Chris_B]

@SB77  If you upfront cost is pending then the order is waiting to be processed.  EE have receive the order otherwise you won’t have a pending status on your bank account.  You’ll only get a tracking number once a device has been allocated to you this cannot happen as your order is still being processed and the pending back account status is proof of that. 

[Christopher_G]

Hi @CH2831 and @SB77

Which devices did you order? Please include the colour and memory size. I'll check our stock levels to see if that's why it's taking a little longer than normal.

Chris

[SB77]

Thanks, but I've had this before and the pending will just reverse and there is no sign of the EE order when I've been able to resolve through online chat.  Now I'm forced to call sales during hours when I work and the wait time is excessive. 

I'll wait for the money to release and call it quits.  Dealing with EE for upgrades is the most stressful customer service experience I've ever had - every single time!

[SB77]

Mine is a iPhone 13 pro, 128gb, Gold.

Please don't tell me to call them - I've tried and I can't hang on the line that long as limited to calling during my break.  I had hoped to sort by online chat (some others appear to have recently on the forum), but I've been clearly directed to call a number during the times I work - or go into a store (who I know can't see the order details either from their system so would be a wasted journey).

Whatever happened to being able to speak to main customer services by online chat?  At least I could keep the window open whilst I was working?!

[Christopher_G]

That device is definitely in stock and expected to be dispatched within 1 working day, @SB77.

The live chat is working and available at the moment on our get in touch help page. If you're using an iPhone, go to Settings > Safari and make sure you turn off 'Hide IP Address' and 'Prevent cross site tracking'. This should allow the 'start conversation' button to pop up for you.

Chris

[SB77]

I’ve been onto online chat - they have told me they can’t do anything and I need to call sales.

Sent from my iPhone

[CH2831]

It is the Samsung S20 FE in blue 128gb