Id verification not verified lead to a refund

Tay20051 — Tue, 28 Apr 2026 01:26:10 GMT

Hello, I got a pay as you go phone and of course I paid the that day payment, later on I was told I'd get a refund due to not being able to verify my id. I haven't gotten the refund but my id is now verified. Would this lead to the phone being delivered and not getting the refund or will I have to wait for the refund first?

Re: Id verification not verified lead to a refund

Ali_A — Tue, 28 Apr 2026 07:43:05 GMT

HI @Tay20051, Welcome to the EE Community

Sorry to hear your application was declined.

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.

As your application has not been successful 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.

(Our care team will not be able to ask your bank to release it any quicker than their standard timescales, as this is set by your bank/card issuer only).

Hope this helps.

Ali

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Id verification not verified lead to a refund

Re: Id verification not verified lead to a refund