Hi! I pre-ordered the iPhone 15 Pro Max on the website on 19/09/2023, however I received an email after my order confirmation (and payment of the upfront fee of £50) that I needed to call due to some issues likely me being a new customer which I expected.
I called up straight away and got through to an agent who was helpful and we were able to get a better deal, but we would need to put through another order with a new upfront fee, whilst the other order would be cancelled and the upfront fee refunded, I was told this would be 5 working days AFTERWARDS but I was not refunded and everytime I call it’s an hours wait which I do not have time for due to work. I rang back due to not receiving any type of confirmation for my order and was basically hushed off the phone until they tried selling me an Apple Watch. I had to ring back due to something else and again assured my order would be with me on the Friday. Friday comes and I still have no refund from the original upfront fee and no tracking for my new phone (again I expected to not receive) but I had received a text direct from EE to say everything was fine and my phone would be delivered on the confirmed date. I called up just to see if there was an update or an error and tracking hadn’t been sent, to then be told the phone would be delivered within 14 days… Patiently I’ve been waiting for the text to come through and only received confirmation from EE 27/09 my confirmation saying this would be on its way/order confirmed. This didn’t update until today which this now states “Delivery date 30th October-3rd November” I’m absolutely disgusted because I haven’t received either refund or phone!! I didn’t have a proper explanation or confirmation from EE regarding this either. Why have I not been refunded for my upfront cost and why haven’t I been emailed or text to advise of the delay! Especially when I was told no more than 14 days!!! Will I be refunded through my first bill? What happens? Because I was TOLD I’d be refunded within 5 working days and that’s been nearly 3 weeks!
