topic Re: contract is decline when can i get my upfront cost refund? in Contracts & Billing

contract is decline when can i get my upfront cost refund?

john08101992 — Wed, 21 Aug 2024 22:33:37 GMT

Hi,

Can anyone please help me as to when usually the refund for my upfront cost be back to my bank account? I just applied a contract on the 20th of August and was declined on the same day.

thank you

Re: contract is decline when can i get my upfront cost refund?

Profile closed — Wed, 21 Aug 2024 22:56:05 GMT

Hello @john08101992

It’ll take between 5-10 working days before the money is returned to you if EE has taken the money from your account.

You may need to call EE to ask for the refund if this isn't automatic after being declined.

Re: contract is decline when can i get my upfront cost refund?

Ali_A — Thu, 22 Aug 2024 10:10:58 GMT

Hi @john08101992

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 your application has not been successful we will not take the payment. Your bank/card issuer will automatically release the Pending Payment back to your account after 10 working days.

If your bank has not released the pending payment after this time please contact our Customer Care team on 08009566000 who will be able to look into this for you.
However please note- our care team will not be able to ask your bank to release it any quicker than the standard timescales, as this is controlled by your bank/card issuer only.

Hope this helps!

Ali