So I did an order for a sim only plan from ID Mobile and during the order, I put my EE number in to switch. I confirmed the date and continued with the order. The order went through and I received a message on screen that I would receive confirmation within 24-48hrs. That came through the following day by email. That same day EE’s retention team got in touch to find out why I was leaving and I told them it was price related. They said thanks and the call ended. I then waited until my switch day but it didn't happen. I contact ID Mobile chat who tell me I didn't submit a request. They also say that I should have submitted a request through live chat to check that my order went through. Apparently this would be a message I would've seen on screen at the end of the order. Absolutely I did not receive that message.
It's obvious that a switch request was submitted during my order as otherwise EE would not have known to contact me. I never informed them that I was leaving with the only link to EE was through the ID mobile order.
It's very disappointing that there was clearly an error in the application originally but as far as live chat are concerned I didn't submit the request. If I didn't submit the request then the order would've never gone through either, especially as I remember the actual fields that I completed during the order.
Not a great start is it...
