Urgrnt help required

[Kerrybrinbrin89]

EE you have taken first payment from my account, But i have not yet received any Confirmation from you about my order..  I have not been given a reference number and I do not yet have an account number.. I have never found this matter so stressful and Confusing.. EE you are having an impact on my mental health as I struggle to understand My Order and that is leaving me upset and confused 

[Kerrybrinbrin89]

I placed an Order on the 17th January.. You taken payment and sent pre Contract details to my email... I haven't been given an account number or Order number , I dont know if my phone is coming or not and I rang today and they wasn't able help because I didn't have an order number... I can sign in on  the EE app but until I have a reference number or order number No one seems to be bale to help me

[Kerrybrinbrin89]

Hi there i have recently bought a phone  which i haven't yet recieved, they have taken first payment and no one can seem to help me

[Katie_B]

Good morning @Kerrybrinbrin89. 

Thanks for coming here. 

I am sorry to hear this is causing you upset and would love to see if we can get this looked at for you. 

Have you had a bill taken or was it an upfront payment?

Could you please confirm when you placed your order and what device you ordered?

Speak soon, 

Katie

[Kerrybrinbrin89]

Hello Kate this payment was first payment for A Samsung Galaxy S25 Ultra 

This order was placed online 

[Kerrybrinbrin89]

I placed my order on the 17th January 

[Katie_B · Accepted solution]

Thanks so much for getting back to me @Kerrybrinbrin89. 

If your first bill has been taken but you are yet to receive your device I would recommend getting in touch. 

Our customer care team will be able to chase your order and amend any incorrect billing. 

Please keep me updated.

Katie