topic Re: Upfront cost in Orders

Upfront cost

SD77 — Mon, 27 Jun 2022 18:36:05 GMT

Hi,

I payed a deposit and then failed the credit check, on Saturday (24th June) how long is it going to take to get refunded the upfront payment? Or do I need to get into contact with someone further?
many thanks.

Re: Upfront cost

Chris_B — Mon, 27 Jun 2022 18:59:43 GMT

@SD77 You should get it back within 7 days.

Re: Upfront cost

James_B — Tue, 28 Jun 2022 07:14:12 GMT

Hi @SD77,

Welcome to the EE Community. 🙂

Any deposit payment would normally only be completed once the credit check is accepted. Is the payment showing as pending on your bank statement?

James

Re: Upfront cost

SD77 — Tue, 28 Jun 2022 11:25:21 GMT

Hi,

It took the upfront cost then done the credit check. Yes, it’s showing as pending.

Many thanks

Re: Upfront cost

James_B — Tue, 28 Jun 2022 11:42:50 GMT

Hi @SD77,

As the credit check wasn't successful, the pending payment will not be completed. Your bank should return the funds to your available balance soon.

James

Re: Upfront cost

Jordanleetadd03 — Tue, 13 Dec 2022 00:15:43 GMT

Yh ee took £130 out my bank for deposit and something else I am still waiting for it as it is saying pending still this is now day 7 and nothing is in my bank.

Jordan

Re: Upfront cost

Katie_B — Tue, 13 Dec 2022 07:46:53 GMT

Good morning @Jordanleetadd03.

I am sorry to hear you have not yet received your refund.

To help further could you please advise what the deposit was taken for?

Speak soon,

Katie.

Re: Upfront cost

Jordanleetadd03 — Tue, 13 Dec 2022 08:07:40 GMT

Hi Yh the money was taken for a iPhone 13 contract

Jordan

Re: Upfront cost

Katie_B — Tue, 13 Dec 2022 08:15:50 GMT

Thanks for confirming @Jordanleetadd03.

Are you aware if your order is being processed or is the order no longer going ahead?

Katie 🙂

Re: Upfront cost

Jordanleetadd03 — Tue, 13 Dec 2022 19:15:10 GMT

The contract is no longer going ahead

Sent from my iPhone

Re: Upfront cost

Jon_K — Wed, 14 Dec 2022 07:59:47 GMT

Hi @Jordanleetadd03.

Was this for a brand new line with EE, or was it part of an upgrade?

Jon

Re: Upfront cost

Jordanleetadd03 — Wed, 14 Dec 2022 10:54:52 GMT

It was brand new first time contract.

Jordan

Sent from my iPhone

Re: Upfront cost

Jon_K — Wed, 14 Dec 2022 11:23:36 GMT

Thanks @Jordanleetadd03.

I'd recommend calling our Customer Care team on 0800 079 8586 to discuss this further.

They'll be able to process this for you.

Jon