No confirmation

[Leewj12]

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.

[Leewj12]

So which one is more accurate? Each of them seam to say they are in a different stage. And if the money has left my account then does that mean it is being dispatched as shockwave has previously said that the money will not have left bank until dispatch?

[Ali_A]

Hi @Leewj12 

Great to hear you've placed an order. Pretty much all iPhone 17 pro max were on 28+ days for delivery around 10 days ago, but if you can tell me your colour and memory size I can check the stock details for you at the time you placed the order. 

Ali 

[Leewj12]

Silver 256gb but I still want to know about the previous question 

[Ali_A · Accepted solution]

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 

[Leewj12]

I have not recieved an order confimation email though. Only acknowledgment email with no further information which is why i am confused as to why i have been charged (the payment has been completed) and shows this as accepted on the finance website

[Ali_A]

@Leewj12 

With it showing on the finance website and the payment being fully taken, it would suggest that the order will have been processed. 

It may be worth having a looking through your junk/spam folder in case the email has been incorrectly filtered there. 
If you're unable to find the email and you'd like further reassurance the order has been completed, please give our Customer Service team a call where the guide will be able to check all the details for you. 

Ali 

[Leewj12]

It has been 19 days now. I have checked all folders in my email and there is no order number. I have called multiple times and there is staff have been no help. 

[Chris_S]

Hi @Leewj12 

I'm sorry to hear that you've still had no update on your order.

If you don't have your order number, we can take some other details when you give us a call, then a guide should be able to locate your account and give you an update.

Chris S

[Leewj12]

I have called and mentioned all of the above and no one helped

[Leewj12]

I have order reference but no tracking