order number starting with xko not recognised

[bridoh91]

hi, i purchased a new phone online 2 days ago, got email with reference number xko and no other follow up emails, paid deposit etc and still no phone dispatched to me,or any correspondence, very poor service from EE and very bad communication, starting to think maybe i should cancel and go elsewhere if this is the way they deal with new customers

[Chris_B]

@bridoh91  You have an order number that’s all.  Until a device is allocated to you you have nothing to track.  Once a device is allocated you’ll receive a tracking number.    

What device did you order ? Colour and storage size ? 

[bridoh91]

thanks, its 16 promax 256 desert

[Schockwave]

@bridoh91 , if you have the DPD app, once it has been dispatched, you will receive notification up to the evening before delivery and another one on the day of delivery with a one hour window from DPD.

Deposit should be pending on your bank account until the device has been dispatched.

[Rach_H]

Hi @bridoh91,

Welcome to the Community!

We would expect this phone to be sent out within 24 hours, however, we do not deliver phones over the weekend, unless you have opted into this, and paid extra. 

This should be sent out to you tomorrow.

Rach

[bridoh91]

hi, ive not recieved any other communication from ee and the order number is now saying oops tracking number timed out

[Ali_A · Accepted solution]

Hi @bridoh91 

Have you checked your Junk/Spam folder in your email in case any of our messages have accidentally been filtered there? 

If you've not received any further email, please give our Customer Service team a call where a guide can check your order number completed successfully. 
The team will also be able to tell you If there is any reason your order could not be completed. 

Just so you know, the upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. We'll only complete the payment once the order is processed. If the order did not complete we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days. 

Ali