topic Re: Upfront cost of phone taken but credit check declined in Contracts & Billing

Upfront cost of phone taken but credit check declined

Jamesalexander — Fri, 02 Apr 2021 08:25:37 GMT

I applied for a pay monthly contract yesterday and paid the upfront cost for the phone of £30 however the credit check was declined and there is nothing to suggest anywhere that I will be refunded or when.

My credit report is actually good (on Experian) so I assumed I had inputted some details incorrectly and then tried a second time and was once again rejected, no idea why.

I am now £60 out of pocket with nothing to show for it except mild confusion, does anyone know if I’m getting my money back?

Re: Upfront cost of phone taken but credit check declined

Christopher_G — Fri, 02 Apr 2021 10:15:56 GMT

Hi @Jamesalexander

Welcome to the community.

If the order has been rejected, the up-front fee will be returned to you. If you would like to check the status of the order or refund, I'd recommend speaking to our Mobile Care team.

Chris

Re: Upfront cost of phone taken but credit check declined

Jamesalexander — Fri, 02 Apr 2021 12:51:51 GMT

Hi Christopher,

Please can you advise me exactly who and where I need to go?

Everywhere I have looked so far and every number I have called have asked me for an EE number which I do not have so I cannot proceed.

What kind of company charges people and then rejects the credit check? It is absurd and I am out of pocket £60 and have had ZERO communication regarding my money?

Re: Upfront cost of phone taken but credit check declined

Christopher_G — Fri, 02 Apr 2021 12:55:47 GMT

I've sent you a private message to get some information from you, @Jamesalexander.

Please have a look and get back to me.

Chris

Re: Upfront cost of phone taken but credit check declined

XRaySpeX — Fri, 02 Apr 2021 18:39:51 GMT

Try calling CS on +44 800 956 6000 (option 2 > option 4) . That won't ask for an EE mobile no.

Re: Upfront cost of phone taken but credit check declined

Annoyedjrurjev — Wed, 26 May 2021 09:09:06 GMT

Same thing happened to me not sure what kind of trash network runs this way as other companies do not do this

Re: Upfront cost of phone taken but credit check declined

James_B — Wed, 26 May 2021 09:56:06 GMT

Hi @Annoyedjrurjev,

Welcome to the EE Community. 🙂

Is the transaction showing as pending on your bank statement?

James

Re: Upfront cost of phone taken but credit check declined

Annoyedjrurjev — Wed, 26 May 2021 14:52:51 GMT

Yes, already contacted the bank, they said EE have not released the funds

Re: Upfront cost of phone taken but credit check declined

Christopher_B — Wed, 26 May 2021 15:51:04 GMT

Hi @Annoyedjrurjev

Welcome to the community.

If your order hasn't been accepted then any money will be refunded as soon as possible. Our Mobile Care team will be able to help with this further. You can find contact information on the get in touch help page.

Thanks

Chris

Re: Upfront cost of phone taken but credit check declined

N0tjeyy — Mon, 14 Jun 2021 06:38:41 GMT

Same thing happened to me last Monday, no refund yet and I’m starting to think I won’t get one £50 out my bank, don’t have an ee number so can’t contact anyone, anyone who can help WOILD be very appreciated

Re: Upfront cost of phone taken but credit check declined

XRaySpeX — Mon, 14 Jun 2021 08:40:20 GMT

@N0tjeyy : I said earlier how to phone CS w/out having an EE no.

Re: Upfront cost of phone taken but credit check declined

shazzakier73 — Sun, 12 Dec 2021 23:28:36 GMT

I had the same problem I was offered a mobile contract are in already a bt broadband customer ,so I was took to ee I picked the phone paid £40 upfront cost ,then I got an email saying order declined, Still have had no information regarding being refunded my £40

Re: Upfront cost of phone taken but credit check declined

Katie_B — Mon, 13 Dec 2021 07:49:19 GMT

Hi @shazzakier73.

Thanks for coming to the community.

Was your order declined because of a credit check?

Your refund will automatically be generated and should be back with you within 14 days.

Katie 🙂

Re: Upfront cost of phone taken but credit check declined

GWAS — Wed, 16 Mar 2022 02:27:01 GMT

Me too can't see why I have to wait for my money to be transferred back

being it was taken quick enough I think its a bit of a **bleep** take to be honest paid £ 30

Upfront and it would have been £27 monthly ??????? EEs lose

Re: Upfront cost of phone taken but credit check declined

Ballsdeepin — Mon, 21 Nov 2022 09:32:40 GMT

Isn't it about time you had the decency to email or at least give some sort of indicator that the money taken will e refunded this thread is from 2021 we are nearly into 2023 I have just experienced it exactly the same lack of Information as the post here it's utterly incompetent instead of Kevin Bacon prancing about perhaps you could concentrate on this trivia ?

Re: Upfront cost of phone taken but credit check declined

Leanne_T — Mon, 21 Nov 2022 10:55:45 GMT

Hi @Ballsdeepin

Thanks for coming here.

How long ago was the order cancelled?

Leanne.

Re: Upfront cost of phone taken but credit check declined

Styko30 — Sun, 27 Nov 2022 09:46:34 GMT

This has just happened to me last Tuesday, I was told 48 hours for refund but no sign of it yet. You took the money fast enough, I want this sorting ASAP. £60 gone with no idea when it's coming back.

Re: Upfront cost of phone taken but credit check declined

Christopher_G — Sun, 27 Nov 2022 09:58:29 GMT

Hi @Styko30

I would recommend calling our Mobile Care team as soon as possible.

Chris

Re: Upfront cost of phone taken but credit check declined

Zowiekye62 — Tue, 29 Nov 2022 20:43:03 GMT

When you click that link it just gives you a list of options.Why are you not bakes to provide the specific number to call, I can only guess because you yourself don’t know the exact number! I have just had this happen to me, I am now out of money with no information as to how it will be refunded, it seems even you don’t know when EE will refund it and I’m fairly sure it’s against visa and fsa regulation to hold a customers money when you are not in contract with them which obviously you aren’t as you have refused a contract! Please provide the exact phone number of who we call and not just a general customer service number!

Re: Upfront cost of phone taken but credit check declined

XRaySpeX — Tue, 29 Nov 2022 21:46:16 GMT

@Zowiekye62 : There is only a general CS no. All roads lead to Rome! You can call CS on the Freephone no. in my sig.