Extremely confused

[Katieh132]

Hi, 

I placed an order on 18th of September for iPhone 13 pro bundle with insurance, I had a parked order status and have received my call back earlier today, firstly the lady assumed I was a new customer until I explained I have a SIM card and I was initially a customer on free style contract until Dec 2019 my current contract was due to end with Ee and I wanted to switch back so I was accepted through my credit score passed everything but the lady said she couldn’t offer me the package and instead offered me a sim only deal which I have already? Told her no thanks and I would go elsewhere if I couldn’t get the package. I’ve logged into my virgin mobile account just now and checked the order to see what the status is for it to say Ordered - your order is currently being processed by our virgin hq and awaiting dispatch from Yodel? Any ideas as I thought I’d been refused.

[Martin_N]

Hi Katieh132,

Thank you for your post and welcome to the community. 

I'm very sorry for any issues you've had in ordering a new handset. 

I have been able to locate your account and looks like you have had further conversations with the team regarding this. 

Have you been able to get this resolved?

^Martin