No conformation of order after 3 days

[Kitadog321]

I'm aleady an EE customer so I thought I would chang my mobile over to EE. I placed an order for a new phone and to joine EE. £400 came strait out of my account. I did recieve plan details but this did not have an order refrence. when i look into my account on line it doesn't show any orders. I can't track the order without a number. I tried ringing but there isn't a option for existing orders. the web site just take you round in circles. any help out there.

This is similer to my previous experiance with Virgin Media and O2

[Ali_A]

Hi @Kitadog321 

Did you order the device with a plan as part of a monthly deal, or did you buy the device outright? 

Ali 

[Kitadog321]

as part of a monthly deal

[Kitadog321]

For the phone I paid £400 up front the rest monthly and joining EE with a new plan (EE One Essentials Plus)

Still nothing other than plan details.

[Leanne_T · Accepted solution]

Hi @Kitadog321 

Thanks for coming back to us. 

If you've had no more information since placing the order, we would need to get this looked into for you. To do this, please try calling us again and selecting account queries. Our guides will be able to take a look at the order and give you an update. 

Thanks 🙂

Leanne. 

[Kitadog321]

I've sorted the phone order out there was an issue with the system but I still have a £400 pending payment on my account which needs removing. The bank have said EE need the cancel it

[Leanne_T]

Hi @Kitadog321 

If the original order was not completed and a new order placed, the pending payment will be back in your bank within 7 working days. To make sure this has been cancelled, please give us a call and the team can check this for you.

Leanne.