Placed order 'please call to discuss order'

[JamieLeeWV]

Hi there. 

Just placed an order for a pay monthly phone with EE, got to payment screen the upfront cost has been taken from my bank but then I got a thanks for your order screen and it said 'please call us to discuss we need to confirm a few details'

For anyone with experience of having thjs message what does it mean? Has the credit check passed initially? As the upfront cost has been taken from my bank? 

I suffer with anxiety so phoning is not a great option for me is there a sales live chat team that can check this? 

I don't get why they'd take upfront payment if I haven't been accepted? 

Anyone who's had this message could you inform us what the issues were that needed to be discussed? Was it something small or not passing a credit check? 

I don't really want to phone and be told I've failed the check as it's a bit embarrassing and I already suffer with bad anxiety.

Kind regards 

[XRaySpeX]

If they've asked to speak to you then you you need to call them or your order will not proceed. They have some further Qs on your application. If your order is not accepted any upfront payment will be refunded.

[JamieLeeWV]

So my credit check hasn't passed right away if I'm on this screen I presume and more details needed from them? 

[XRaySpeX]

Not necessarily! It could be anything down to the spelling of your name.

[Kudleks86]

Hi did you call and find out? As I’ve just had the same 

many thanks 

[Jon_K]

Hi @Kudlek86.

If you've had this message you'll need to give our Customer Care team a call so they can help you finalise your order.

As mentioned above they just need to check your account.

Jon

[Mikki121]

Hey I know this was a long time ago, did you manage to get the phone? And also pass the credit check ect? I suffer badly with anxiety too and got the same email today saying “we need to confirm some details give us a call” ect ect. It’s 23.00pm so I can’t call them I have to wait until the morning, can’t cope lol I hope you see this 😭😂

[lisa284]

🥲hey i’ve got to ring tomorrow morning too i hate talking, was it a smooth call just double checking everything? 

[Leanne_T]

Hi there @lisa284 

The team will take some details that are required to help with the order, they will go through everything with you and the phone. 

Let us know how you get on 🙂

Leanne.

[Mikki121]

Hey just seen this! Was completely fine, no credit checks or anything like
that! Was very quick , using my new phone now xx