No confirmation

Leewj12 · ‎19-10-2025

I ordered the iPhone 17 pro max ten days ago and since then I have received an email of acknowledgement and the ee finance agreement email. I have had the upfront cost charged on bank which was expected but extremely disappointed about communication for confirmation and delivery. I have already phoned and emailed just to receive no help. What can I do.

Ali_A · ‎20-10-2025

Thanks for getting back to me with the details @Leewj12

Upfront payments show as pending when you place the order, and is taken by us (show as payment completed by your bank) when we first process the order and send initial confirmation email.

Looking at the order history for iPhone 17 Pro Max 256GB Silver, stock guidance for all orders processed between 19th September and 14th October was "Available to order- Expect despatch in more than 28 days"

If you have received the order processed confirmation email, the next update you'll receive will be from DPD once your stock has been received and ready for dispatch. This is usually the day before shipping.

We'd recommend downloading the DPD app, and you can keep an eye on tracking too. But we'll notify you automatically anyway.

Ali

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Northerner · ‎19-10-2025

Hi @Leewj12

If you cannot check EE order tracking then you'll need to speak to EE CS on 150 about your order.

Check your junk/spam folder. l

Download the DPD app as well.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

Leewj12 · ‎19-10-2025

Order tracking is not working. I have already phoned and recieved no help. I have checked junk/spam and no email from ee. Also downloaded dpd and no information. I understand there is a delay but it is extremely frustrating when I have already paid half of the cost upfront.

Schockwave · ‎19-10-2025

@Leewj12 , the amount you paid upfront is pending, not taken and will not be taken until your phone is dispatched.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.

Northerner · ‎19-10-2025

@Leewj12

When calling EE CS you should have asked for your order number to check the tracker.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

Leewj12 · ‎19-10-2025

The amount that I have paid upfront has 100% left my bank account

Leewj12 · ‎19-10-2025

did ask for my order number but the person on the phone was trying to divert me elsewhere and then hung up.

Leewj12 · ‎19-10-2025

It does say awaiting delivery now but I could not access the delivery updates prior so I don't know what stage this is at. Also have no tracking number

Leewj12 · ‎19-10-2025

EE APP order tracking says 'order placed' but EE FINANCE says 'awaiting delivery'. I don't know what stage my order is in

Schockwave · ‎19-10-2025

@Leewj12 , that is exactly what it says, awaiting delivery, as like many others, you have to be patient as you are in a queue for when EE have stock and can deliver, as they are sent out on a first come first serve basis.

Make sure that you have the DPD app with the same information as EE have, once your order is dispatched, you will receive notification of delivery from DPD and then another one on the day of delivery with a one hour window and a PIN number which you have to show the driver before you can receive your device.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.