Placed order - why do I now have to call to confirm details?

[DrummyB]

So, I placed an online order to upgrade my phone after current contract expired. 

Order placed with no issues. Then got an email asking to confirm "some details "and to call the 0800 number...And of course it is impossible to  get through to any sales person without putting your own life on hold for half a day.

I have been a customer for 10+ years. EE have all necessary details and information. SO, why on earth should I have to call to confirm "details", rather than EE phoning me?  I'd love an answer to that. 

Just another example of EE antagonising and putting existing customers last. 

Woeful experience again, but fully expected.

[Schockwave]

Hello @DrummyB ,

Welcome to the community,

If EE customer service have asked you to confirm you details, then without doing so, you will not receive said item. Not sure why they have asked you to do this, but you should not be on hold for more than 20-30 minutes. 

[Hootie99]

Done exactly the same with me on a new sim line, spent a day trying to get through, when i do tried to upsell  e everything and then told me the price is wrong and tried to increase price and made out they were doing me a favour. Still being advertised at the price i thought i was signing up to. Don’t know what and why they are doing it. Just seems total incompetence. Order doesn’t appear to have been actioned.

[killyouridols08]

EE Done the Same with me 😠

I Rung and got it sorted in less then 10 Minutes. Easy.

[sherome]

I've had them on the last few orders. I've just ignored them and it's still gone through. 

[Chris_B]

@sherome  Then you got lucky,  

@DrummyB if you received this it’s best to call as the order might not proceed as EE want to check it’s actually you doing the ordering,  I’m sure you’ll be quick to complain if someone managed to order a device on your account. 

[N25]

I have been offered a upgrade everytine I logged into my ee app . I currently have 2 contract and pay 250 pm . As 1 of them ended i am now paying only £18 pm instead of 110 so I decided to treat myself as Xmas gift so I accepted the upgrade offer it took me a bit of time to pick right handset and bundle as it gna be with me for 2years. At end I paid £50 fee and additional upfront price for phone  and in total 120 pm. Ee immediately charged my debit card £110 and sent me email with full summary email was headed "THANK YOU FOR STARTING YOUR ORDER".

I Spent time comparing phones and deals  Spent good 4 hours then placed order  the upfront payment was from my overdraft  aswell   After 24 hrs past and no updates I logged in on my account to find it offering me upgrade for £50 but I had already done and paid ?  I then called CS after waiting went tru the confirming who I was then I ask a simple question what is my status regarding upgrade? I  was gobsmacked snd felt like I was gna pass out when I was told after 10 min of agent checking my account that I could upgrade and fee will be £300 .. ...

After explaining my situation I was told he had nothing showing on my account not even my the upgrade offer the ordeer nor the payment information.. I  sent him screenshot of my upgrade offer with price  and the order email. 

And I was simply told there's NOTHING more he can do and suggested o called BILLING TEAM and said sorry and hung up ??

This was yesterday afternoon.  I'm in shock still   

I WAS TOLD I HAD TO CALL A DIFFERENT NUMBER?? That shows what a loyal customer of 5yrs plus means to them??.

Where do I stand here . What I would  like is for my order to be sent out to me as planned as I don't have extra £250 that CS  suggested was the hold up..

As refund will DEFINITELY take us past Xmas  

Plus it is ee who have been offering  the upgrade  everytine I logged into my account  otherwise i would not have bothered  

[Michael_D]

Hi @N25 

Thanks for coming to the community.

I can understand your frustration at getting different information when you are looking online and when you are speaking to our team over the phone.

Were you out of contract on the number that was saying you could upgrade? 

If you login to your EE account, select Manage and then Mobile & SIMs, what does it show for the contract end date?

Michael