topic Re: Order cancelled by EE but payment still taken in Orders

Order cancelled by EE but payment still taken

Charlie284 — Sat, 14 Sep 2024 06:29:55 GMT

Hello,

I have tried to preorder the iPhone 16 pro max on a pay monthly contract, I went through the process to the point where it requires the initial £30 up front payment which I paid and then the site just went blank on me.

I rang EE straight away as the money came out of my account but I had nothing to confirm there was an order. I was told to wait half an hour and then try again and that my money would also be back to me straight away.

The money didn’t come back but I still tried again just for the issue to repeat itself. I have since received two texts saying order cancelled but EE have still taken both of my £30 payments.

how do I get this money back?

Re: Order cancelled by EE but payment still taken

Katie_B — Sat, 14 Sep 2024 10:31:12 GMT

Hello @Charlie284.

Welcome to the community.

Do the payments still show as pending with your bank?

If yes, your bank will release these funds back to you.

Katie

Re: Order cancelled by EE but payment still taken

Charlie284 — Sat, 14 Sep 2024 16:14:29 GMT

Hi they aren’t showing as pending they just show as complete transactions.

Re: Order cancelled by EE but payment still taken

Katie_B — Sun, 15 Sep 2024 07:22:20 GMT

Thanks for confirming @Charlie284.

I would recommend giving us another call.

If you order has been cancelled then a refund should automatically be processed, however, I would recommend getting this checked.

Katie 🙂