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

Order cancelled by EE but payment still taken

Peterandalto — Sun, 27 Oct 2024 08:34:37 GMT

Ordered a phone last night on the EE website and I went through all the right procedures. Paid my £30 upfront, but I received a text awhile ago saying my order was cancelled and I have also not received a refund.

What does this mean?

Why am I not able to track my order as well?

Re: Order cancelled by EE but payment still taken

XRaySpeX — Sun, 27 Oct 2024 08:40:50 GMT

You should get a refund within a week.

You can't track a cancelled order. There's nowt to track.

Re: Order cancelled by EE but payment still taken

Peterandalto — Sun, 27 Oct 2024 09:01:04 GMT

I didn't receive any information in the text message in regards to the refund. Just a message saying that my order was cancelled. Not even a mail in regards to this.

Re: Order cancelled by EE but payment still taken

XRaySpeX — Sun, 27 Oct 2024 09:03:14 GMT

It's auto.

Re: Order cancelled by EE but payment still taken

Peterandalto — Sun, 27 Oct 2024 09:04:21 GMT

"It's auto"

Doesn't make sense

Re: Order cancelled by EE but payment still taken

Michael_D — Sun, 27 Oct 2024 12:43:25 GMT

Hi @Peterandalto

If the order has been cancelled, we won't have actually taken the payment.

It would show as a pending payment with your bank as you attempted the payment when you applied, but we only take it if the application is accepted.

It will stay as a pending payment in your bank account for a period, often around 7-10 days and would then be returned to your balance.

Michael

Re: Order cancelled by EE but payment still taken

Peterandalto — Mon, 28 Oct 2024 14:39:17 GMT

I repeat

I have been charged £30 pounds

I do know the difference between a pending pay and a transaction

Re: Order cancelled by EE but payment still taken

XRaySpeX — Mon, 28 Oct 2024 16:32:22 GMT

If it's not pending but an actual payment, you should get a refund within a week.