topic Re: Upfront Cost Not Refunded in Orders

Upfront Cost Not Refunded

laylaanneex — Wed, 26 Jun 2024 20:10:53 GMT

An upfront cost was taken from my bank but then the request was declined. I’m now £35 down and can’t set another contract until i get this money back, I was told this would be today. Not happy with the lack of communication with this company. Nor the fact they take money from your bank before seeing if you’re eligible.

Re: Upfront Cost Not Refunded

Northerner — Wed, 26 Jun 2024 20:18:23 GMT

Hi @laylaanneex

The money is normally ring fenced by you bank pending a debit by EE ( up to 10 days). If no debit is made then the bank release the funds back into your account. EE don't take any actual money.

Thanks

Re: Upfront Cost Not Refunded

laylaanneex — Thu, 27 Jun 2024 08:46:31 GMT

I’m just not happy with the general service iv received to be honest. The whole time iv tried to set up my new contract with EE has been a mess about. Would not recommend.

Re: Upfront Cost Not Refunded

Leanne_T — Thu, 27 Jun 2024 09:51:31 GMT

Hi there @laylaanneex

I am sorry to hear this, how long ago did you place the order?

Is the payment showing as pending with your bank?

Leanne 🙂

Re: Upfront Cost Not Refunded

laylaanneex — Thu, 27 Jun 2024 19:12:13 GMT

I placed the order about 3-4 days ago now and was told the money would be placed in my bank yesterday. Still waiting. Rang up today and the employee was just all around rude. The transaction is no longer pending

Re: Upfront Cost Not Refunded

James_B — Fri, 28 Jun 2024 06:56:19 GMT

Hi @laylaanneex,

Was the Mobile Guide you spoke to able to see the payment at our end?

If the payment was stopped at pending when the order was declined, I wouldn't expect the payment to be completed.

James

Re: Upfront Cost Not Refunded

SpiderDad — Fri, 11 Oct 2024 13:21:21 GMT

Hello. I'm currently having the same issue. Did you get your refund and what did you have to do to get it?

Re: Upfront Cost Not Refunded

Linzi_H — Fri, 11 Oct 2024 15:52:26 GMT

Hi @SpiderDad

Welcome to the community.

Have you placed an order that's been cancelled?

If you double check the payment that was taken from your bank, is this still pending?

If the payment is still pending the bank will release this back to you soon.

Linzi