My order got an initial email you took the upfront payment heard nothing since

[EZZZ13]

Got my initial email you took payment upfront heard nothing from you since 

[EZZZ13]

It's ridiculous that you haven't got a chat service I have anxiety and find it difficult to talk on the phone I ordered a phone off you you took the upfront payment and still I've heard absolutely nothing from you since about it and every time I try to track it it comes up with oops tracking timed out 

[Ritu_D]

Good morning @EZZZ13 

Welcome to the community. 

I know it can be concerning when you have had no contact, could I just check when did you place the order? 

Does your email have a order number on it? 

Thanks 

Ritu 

[EZZZ13]

Yes it's got an order number on it 

[EZZZ13]

I placed the order yesterday morning 

[Ritu_D]

Thanks for coming back to me so quickly @EZZZ13 

When you place a order online it then goes through to the digital sales team who approve and fulfil the order. 

Once that is done you will receive a text from DPD to advise on delivery details. 

You could give the digital sales team a quick call or track your order via this link Contact Us | Help & Support | EE

Thanks 

Ritu 

[EZZZ13]

I can't speak on the phone as I stutter a lot and it makes me anxious I just don't understand why I've heard nothing from you about it in over 24 hours so I've either got the phone or I haven't but either way you took the £30  upfront payment for the the device 

[EZZZ13]

And when I track it with the app it comes up with oops tracking timed out every time 

[Ritu_D]

I completely understand why calling in may be difficult @EZZZ13 

In regards to the upfront payment, this will be a pending charge until everything is processed through. 

If there are any issues with the order there would be a follow up email, please could you check your spam to see if there are any further emails. 

I don't have account access here, however i could check the stock levels. 

Was this a upgrade or new order? 

What device did you order? 

Thanks 

Ritu 

[EZZZ13]

It was a new order an iPhone 16 pro max

No I don't have any other emails at all just the initial one taking upfront payment it was a iPhone 16 desert titanium that's it