Order not been sent out and on hold to customer services for 1 hr 20 mins so far

DebLouPepper · ‎18-09-2023

Can someone please please help me. I ordered an upgrade on Saturday 16th September and it said my phone would be sent out in 24 hours. I have an email receipt.

I cannot track the order and I have been onto Customer services on hold for 1 hr 20 mins.

I need my phone desperately as I am dealing with a bereavement in the family and I cannot communicate with people.

Please just can someone contact me - this is very distressing

DebLouPepper · ‎18-09-2023

UPDATE - I HAVE BEEN ON HOLD FOR 1 HR 20 MINS AND THEY CUT ME OFF SAYING THE OFFICE IS CLOSED

I HATE YOU EE - YOU ARE CAUSING ME SO MUCH DISTRESS

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Northerner · ‎18-09-2023

Hi @DebLouPepper

What is wrong with your current device.

What device did you order.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

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

DebLouPepper · ‎18-09-2023

Current device cuts out and people say I sound like I’m under water.
I ordered iphone14

Sent from Outlook for iOS<>

James_B · ‎19-09-2023

Hi @DebLouPepper,

Welcome to the EE Community.

I'm sorry to hear of your loss. I understand how important it is to be able to keep in touch with your loved ones.

I'd like to check stock availability for the phone you ordered. Which colour and storage size did you choose?

James

DebLouPepper · ‎19-09-2023

Hello James

Unfortunately you are too late to be answering this. If I hadn't been cut off last night and someone had had the decency to speak to me, then it might have been resolved. I say this as I did speak to someone who proceeded to tell me how busy he had been that day and then put me back on hold.

Due to the urgency of needing a phone, I have switched provider and I am paying off my contract. I cant tell you how disappointed I am in the service that was not provided. It has been very upsetting for me.

I have looked at my order email and they did say that the update fee had been waivered, however when I looked last night, there was a £271 fee to upgrade - I do think that this has something to do with it, despite me having an email receipt for a nil amount.

I would be happy to discuss this with someone if someone would give me a call.

James_B · ‎19-09-2023

Hi @DebLouPepper,

I'm sorry to hear you have chosen to switch to another network.

If you'd like to discuss your upgrade order, don't hesitate to get in touch with Customer Care who can access your account and view your order.

James