topic Re: Upfront Cost Not Taken in Archived Posts

Upfront Cost Not Taken

AimeeLou97 — Fri, 27 Mar 2020 09:23:58 GMT

Hi,

I placed an order last night and got the confirmation email with my order number on. However the upfront cost and early upgrade fee have not been taken from my bank???

Obviously at the moment there’s no live chat option and phone calls are for vulnerable customers so what do I do??

Thanks 🙂

Re: Upfront Cost Not Taken

Katie_B — Fri, 27 Mar 2020 09:28:53 GMT

Good Morning @AimeeLou97.

Welcome to the EE Community.

Does this show in pending transactions?

I would recommend monitoring this throughout today and if it still has not been taken by this afternoon please come back and let me know.

Katie 🙂

Re: Upfront Cost Not Taken

AimeeLou97 — Fri, 27 Mar 2020 10:18:59 GMT

Hi @Katie_B

It isn’t showing in my pending transactions no, but will keep an eye on it today, thank you ☺️

Re: Upfront Cost Not Taken

Katie_B — Fri, 27 Mar 2020 10:26:22 GMT

Thanks for confirming @AimeeLou97.

Be sure to pop back and let me know if this does not show later today,

Katie 🙂

Re: Upfront Cost Not Taken

AimeeLou97 — Fri, 27 Mar 2020 13:07:50 GMT

Hi @Katie_B

Still nothing being shown!

Re: Upfront Cost Not Taken

Katie_B — Fri, 27 Mar 2020 13:10:40 GMT

Thanks for letting me know @AimeeLou97.

I have sent you a private message, please take a look and get back to me.

Katie 🙂

Re: Upfront Cost Not Taken

danniee48 — Fri, 27 Mar 2020 22:32:02 GMT

Did you ever figure out what had happened? The same thing has happened to me. Thanks

Re: Upfront Cost Not Taken

AimeeLou97 — Sat, 28 Mar 2020 11:06:32 GMT

@danniee48 in the end I called them, the EE lady Katie private messaged me and said they’d call me back - they didn’t so I just called them, it was because they hadn’t processed the order yet but they did it over the phone and my upgrade will be here Monday!

They were really helpful over the phone, give them a ring 😊

Re: Upfront Cost Not Taken

Clarkey99 — Tue, 28 Jul 2020 23:17:07 GMT

Hi there,

i ordered a phone online, and they said it was successful and my upfront cost was not taken, what does this mean if my phone was meant to be here within the next day

Re: Upfront Cost Not Taken

Katie_B — Wed, 29 Jul 2020 06:40:58 GMT

Hello @Clarkey99.

Thanks for ordering with us.

When did you order your new phone?

What phone did you order?

Katie 🙂

Re: Upfront Cost Not Taken

BB24 — Fri, 14 Aug 2020 08:34:27 GMT

Hi,

This has also happened to me. I placed an

order last night for an iPhone 11 Pro Max Gold 256GB and got a successful email but no money taken from my card?

Did anyone else get this solved?

thank you

Re: Upfront Cost Not Taken

James_B — Fri, 14 Aug 2020 08:41:56 GMT

Hi @BB24,

Welcome to the EE Community. 🙂

The upfront payment will be taken as soon as your order is processed.

Once your order has been processed and your delivery slot is confirmed, you'll receive a text message with tracking details.

Thanks

James

Re: Upfront Cost Not Taken

BB24 — Fri, 14 Aug 2020 09:00:04 GMT

Thanks James 😊

Sent from my iPhone

Re: Upfront Cost Not Taken

James_B — Fri, 14 Aug 2020 09:01:31 GMT

No problem @BB24 🙂

Please let us know if you have any further questions.

James

Re: Upfront Cost Not Taken

BB24 — Fri, 14 Aug 2020 14:47:17 GMT

Hi James,

I just had an email to say you need more information from me? But I had an email to say my order was successful and I would hear back when my order was dispatched? Why do I need to call?

Thanks

Re: Upfront Cost Not Taken

Leanne_T — Sat, 15 Aug 2020 07:23:30 GMT

Hi @BB24

Thanks for coming back to us.

I am sorry we have no account details on the community, if you call us on the number provided our Mobile Care team will let you know what details are needed.

Thanks.

Leanne.