topic Re: Payment not processed but £ taken? in Contracts & Billing

Payment not processed but £ taken?

Sgabr11 — Mon, 15 May 2023 06:49:17 GMT

Hi,

I paid my bill via Apple Pay, the screen on EE said payment not processed. However the money has been taken from my bank?

will this be refunded to me? I am not happy to pay my bill twice and wait for it to be returned.

Re: Payment not processed but £ taken?

Northerner — Mon, 15 May 2023 06:52:55 GMT

Hi @Sgabr11

Has the money left your account or has the bank reserved it for the payment you have made to be validated. There is a difference as if reserved this will not be with EE.

When did you pay?

Thanks

Re: Payment not processed but £ taken?

Sgabr11 — Mon, 15 May 2023 06:54:33 GMT

Hi,

money has left my account, not pending or anything like that. I always pay my bill via Apple Pay and receive confirmation of payment etc immediately and have not had this.

a few hours ago - I’m a nurse working night so it was very early morning.

thanks

Re: Payment not processed but £ taken?

Katie_B — Mon, 15 May 2023 07:22:57 GMT

Hi @Sgabr11.

Please give our customer care team a call on 150.

If a double payment has been made the team will be able to process a refund for you.

Katie

Re: Payment not processed but £ taken?

Mattlee2000 — Fri, 09 May 2025 15:49:07 GMT

This exact thing has just happened to me spoke to EE they have no record of payment, spoke to the bank they said it’s left my account definitely to EE, checked Apple Pay records says refunded… did you get your money back in the end?

Re: Payment not processed but £ taken?

Katie_B — Fri, 09 May 2025 16:52:05 GMT

Hello @Mattlee2000.

Thanks for coming here.

I'd recommend giving us another call and speaking with our customer care team.

The team will be able to look into this further for you.

Katie