Switch 2 - Order not found

[Roblar30]

I ordered a Switch 2 bundle from EE at 10:14 today and checked out as a guest, after an hour or so I still had not received an order confirmation email.

I phoned in to the support line and after 40 minutes on the phone, the agent advised they could not find my order or any trace of the transaction.

The funds have been taken from my bank account and I am left in limbo as to whether this is merely a delay in the order showing up, or if the funds are lost.

Has anybody else had this experience?

[Roblar30]

I ordered a Switch 2 bundle from EE at 10:14 today and checked out as a guest, after an hour or so I still had not received an order confirmation email.

I phoned in to the support line and after 40 minutes on the phone, the agent advised they could not find my order or any trace of the transaction.

The funds have been taken from my bank account and I am left in limbo as to whether this is merely a delay in the order showing up, or if the funds are lost.

Has anybody else had this experience?

[Lesley_W]

Hi @Roblar30 

Welcome to our community.

I'm sorry to hear about your trouble with your order and your struggle to get any answers. I imagine as you checked out as a guest, the team would have looked for any orders that match your details, did they try any other email addresses you may have?

Lesley

[Roblar30]

Hi Lesley,

Only the one email address this side, which we tried!

Also tried, address, bank details etc to no avail… I have heard similar stories regarding in demand items that sell out very quickly, and that some people get order confirmation days later…

In my particular case, after making payment, it took me back to an empty basket rather than an ‘order placed’ type page.

I did initially question myself if I was subject to a phishing attempt, however not the case, I went directly onto the website via my browser - my bank (which is currently £429.99 short) also recognises the merchant as EE.

Worrying that EE cannot identify the transaction in any way shape or form and I am currently just left without knowing where to go from here - there must be unallocated payments sat with their accounts receivable team.. just hoping somebody picks up on it soon.

It seems my only option, without further comms from EE, would be to dispute the payment with my bank (which I can only do after 7 days).

[Lesley_W]

Thanks for confirming that @Roblar30 

Is the transaction with your bank still pending? If there has been a problem with the order, it would release that payment usually after a certain amount of time. 

It's possible that the order is still being processed, although I'd expect our team to have been able to locate it at least. 

Lesley

[Roblar30]

Hi Lesley,

Yes it does still say pending, hoping there is some movement on this tomorrow one way or another!

[Linzi_H]

Thanks for letting us know @Roblar30 

As the payment is pending with the bank, I'd think this is why our team is currently unable to find any information just yet. 

Please keep an eye on it, and let us know what happens. 

Linzi 

[Roblar30]

 

Hello!

It is now 4 days later and the transaction is still pending!

Still no comms or anything, really not sure what to do here.

[Alex_H · Accepted solution]

@Roblar30 Was it our electronics team you spoke to when you called? As if not that could be potentially why the team you spoke to could not find your order. Their number is 0800 0790062 just in case you wanted to double check.

If there has been an error with your order where it has not went through for whatever reason, we would not take the money out of the bank. What would happen is your bank would remove the pending charge once we have not claimed the funds within a certain period of time, usually this takes a week or so but can vary between banks. 

Alex