topic Disgusting in Contracts & Billing

Disgusting

Staceyybaybehh — Sat, 18 Apr 2026 22:08:58 GMT

I have paid upfront for an contract phone, i got all the stuff emailed to me about it and they text me saying i cant have the phone what the hell!!!

Re: Disgusting

XRaySpeX — Sat, 18 Apr 2026 23:27:34 GMT

You probably failed the credit check. You'll get the upfront payment refunded within 7 - 14 days.

Re: Disgusting

Ali_A — Sun, 19 Apr 2026 08:11:31 GMT

Hi @Staceyybaybehh 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 @XRaySpeX mentioned, since your application has not been successful we will not take the payment, so your bank/card issuer will automatically release the Pending Pre-authorisation 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.

Ali