topic Re: New contract phone, was charged upfront fee but ee is saying diff in Contracts & Billing

New contract phone, was charged upfront fee but ee is saying diff

Shannenxxx — Mon, 15 Sep 2025 08:34:40 GMT

Hi i tried to order a Samsung s25 went through all the steps it took the £30 from account but said it didn't and it didn't move on from that stage of the order, no emails or nothing since what do I do now? As I don't think order has went through but I'm £30 down @Help

Re: New contract phone, was charged upfront fee but ee is saying diff

XRaySpeX — Mon, 15 Sep 2025 10:28:15 GMT

You shouldn't be £30 down. It hasn't yet been taken from your bank a/c but it will be showing as Pending & will disappear when EE don't call for it.

Re: New contract phone, was charged upfront fee but ee is saying diff

Ritu_D — Mon, 15 Sep 2025 10:32:15 GMT

Hi @Shannenxxx

Welcome to the community.

I can imagine you are eager to receive your order.
Could you check in your spam/junk mail to see if your confirmation email is in there?
Is the payment showing as pending with your bank?
When a order is placed a payment request is sent to your bank, but the payment wont be taken until the order is processed. Your bank will set the payment aside "Pending" until we take it.
If for any reason the order does not get processed the bank will release the "pending" payment back into your account.

Thanks

Ritu