topic Re: Upfront payment in Contracts & Billing

Upfront payment

joecity77 — Tue, 19 Aug 2025 18:45:49 GMT

Hello I'm just need to know when you can refund me 30£ upfront payments.im placed order 17.08.2025 .and why you saying we don't charge any money until order is successful.

Payment has been taken it's not pending

JOSEF

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Re: Upfront payment

XRaySpeX — Tue, 19 Aug 2025 18:47:08 GMT

@joecity77 : Upfront payments are not refunded. They are part of the price of the phone.

Re: Upfront payment

joecity77 — Tue, 19 Aug 2025 19:37:35 GMT

Order was declined

Upfront payment was taken

Once again when did you refund me please

Thank you

Re: Upfront payment

XRaySpeX — Tue, 19 Aug 2025 20:29:20 GMT

You should get the payment refunded to your method of payment within 5 working days.

Re: Upfront payment

Chris_S — Wed, 20 Aug 2025 07:36:00 GMT

Hi @joecity77

We process all refunds within 3 working days. However, it might take up to 10 working days for your bank to show the refund in your account.

If you haven’t seen your refund after 10 working days, just reach out to one of our Guides, and they’ll help you.

Chris S

Re: Upfront payment

joecity77 — Thu, 21 Aug 2025 00:26:29 GMT

But if my order was unsuccessful why did you take upfront payment,?
Nothing takes longer then few minutes but it's looks you are so
unhelpful.just send back my money to my bank account and all done.
Please.dont send me empty answers please.send me my money
Bye for now

Re: Upfront payment

XRaySpeX — Thu, 21 Aug 2025 02:53:58 GMT

Upfront payment is taken at PoS. That's why it's "upfront". Order is processed afterwards & decided to accept or not.

Re: Upfront payment

joecity77 — Thu, 21 Aug 2025 08:58:24 GMT

They declined

what are your waiting for?

Just refund me just move little bit and resolve this issue don't send me empty answers it's take already 5 days your promise money back

Re: Upfront payment

Ali_A — Thu, 21 Aug 2025 11:58:46 GMT

Welcome to the EE Community @joecity77

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 controlled by your bank/card issuer only.

If your bank has not released the pending payment after this time please contact our Contact Us | Help & Support | EE who will be able to look into the details of the order for you.

Hope this helps!

Ali

Re: Upfront payment

joecity77 — Sun, 24 Aug 2025 10:56:13 GMT

Hi it's more than 1 week my upfront payment it's not arrived to my account.my order was declined.

So.if you every week telling me payment will arrive up to 10 days I can wait till Christmas

So now going to claim my phone was stolen because you are unusual unhelpful just time waister.how you can get any proof my phone was not stolen.if you don't know nothing about refund

Re: Upfront payment

Rach_H — Sun, 24 Aug 2025 14:05:43 GMT

Hi @joecity77,

I'm sorry to hear about the trouble you've had with the return of your deposit. Have you called the tem as advised by @Ali_A above?

Rach