topic Re: Not an EE customer, preordered switch, no confirmation 6 hours later in Gaming

Not an EE customer, preordered switch, no confirmation 6 hours later

Amymario — Tue, 08 Apr 2025 14:33:42 GMT

Hi,

I am not an EE mobile customer (or in any other capacity.) I ordered a Nintendo switch 2 through EE this morning, it took the money...6 hours later...no email confirmation! And no order number!!!

I've been trying to get in contact with EE ALL DAY to cancel this and get my money back but the live chat says they can't help me, marketplace won't help me and I can't get through on the phones because I don't have an EE mobile number. Please help me, terrified I've just been scammed out of the best part of £500.

Re: Not an EE customer, preordered switch, no confirmation 6 hours later

Peter_W — Tue, 08 Apr 2025 17:37:56 GMT

Hi @Amymario.

Thanks for reaching out to us here on the Community!

When you take a look at the transaction on your banking app, does this show as having been fully extracted, or is it still pending?

Have you checked your junk or spam folder to see if the confirmation email has ended up here, too?
Peter

Re: Not an EE customer, preordered switch, no confirmation 6 hours later

Amymario — Tue, 08 Apr 2025 18:02:57 GMT

Hi,

The transaction is still pending. I received the confirmation email 7 hours after ordering.

Re: Not an EE customer, preordered switch, no confirmation 6 hours later

Ali_A — Wed, 09 Apr 2025 08:40:01 GMT

@Amymario

When you placed the order online, did you note the order number that showed up on screen?

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.
If the order does not complete we will not take the payment, so your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.
If we do take the payment, it means the order has been processed successfully. We will send the order confirmation email and you will receive your Switch after the console is released.

Ali