Order disappeared after "Please call us" email, now quoted double the price

[efiliz]

Hello,

I need urgent help with a new Pay Monthly phone and SIM order.

I placed an order online for an iPhone 17 Pro 256GB and an EE One Essentials Unlimited SIM. I received an email confirmation shortly after, which stated the price clearly: £30.00 upfront and a total of £47.50 per month (£29.50 for the device (36 months) + £18.00 for the airtime plan).

This email was titled "Your EE order: Please call us to discuss."

I did exactly as instructed and called customer services today. To my complete shock, the representative told me they could not find any record of my order in their system. They had no details of it at all.

They then offered to create a new order for me. However, the new price they quoted was £92 per month, which is almost double the price that was confirmed in my order email.

This is completely unacceptable.

To make matters worse, based on securing this good deal for my phone and SIM, I also renewed my EE broadband contract. If EE cannot find and honour the original price for my phone and SIM order (£47.50 per month) as confirmed in my email, I will be forced to cancel my broadband renewal as well under the cooling-off period.

I need someone from the EE team to investigate this urgently, find my original order, and escalate this so that the agreed price is honoured.

Can someone please look into this for me?

Thank you,

[XRaySpeX · Accepted solution]

This user discussion forum can have no access to your specific account. You need to raise this with CS.

[Ali_A]

Hi @efiliz 

Please give our Customer Service a call where a guide in the Digital Sales team can check the details of your order using the order reference number you have.

The Digital Sales guide will be able to discuss what additional information we need to complete the order for you, which will be at the price shown on the email. 

Ali