Payment taken but no confirmation or device received

[BenLola]

Hello,

I placed an order 3 days ago for a smart hub 4g device (mobile internet) under a monthly contract (domiciliation 50£) and paid directly £150 upfront for the device. The money has been taken from the bank instantly but I haven't received any confirmation emails, nor an email saying my basket has been saved. The page was blank after the visa details had been entered.

Has the order been placed will I receive the device? Am I missing something? I have no emails in spam or junk folders I have been checking everything for days. Please help as I have no order number nor a confirmation.

[Chris_S]

Hi @BenLola Thanks for choosing to take out a 4GEE mobile broadband device with us.

It's understandable that you'd be concerned that you've not received any further information after you placed your order.

Did you get an XKO number after you placed your order? If you did, that would be confirmation that your order has been logged by the system, then a member of our processing team would just need to pick it up and process the order.

Chris S

[BenLola]

Hello, thank you for your reply Chris.

No unfortunately I did not get any XKO number or anything else after the order has been placed, the page went blank immediately after accepting the payment on my ebanking. I thought that the order did not pass which would also been ok, but my bank statements states that the 150 L have been taken by EE Limited. Is it possible to track my order through my email or the address given ?

[Chris_S]

Thanks for letting me know @BenLola I'd recommend giving us a call so we ca take some details and check to see if we can track down the order for you, then give you an update on the situation.

When you place an order online, the payment is held until we process the order, so if there's any issues, the money just straight back into your account.

It's worth getting some clarity for your peace of mind though, so It's worth contacting us via one of our contact options that you can find here: Contact us

Chris S

[Carly8297]

This happened to me yesterday evening too but been told to wait 24-48 hours for confirmation email?