topic Order issues in Orders

Order issues

Lavenderhaze — Mon, 31 Mar 2025 17:33:27 GMT

I've gone through 2 orders now for a monthly contract and received an email bith times with the order number and both times it hasn't worked.

The person I spoke to via chat said it never worked the first time, yet the £30 upfront payment was taken.

It's now been taken a second time and I can't even track anything!!!

Getting extremely annoyed because that's £60 taken and I've got no where.

Can someone please help.

Many thanks

Re: Order issues

Schockwave — Mon, 31 Mar 2025 18:15:24 GMT

Hello @Lavenderhaze ,

Welcome to the community,

Have you checked that the payment is pending on your bank account?

Have you checked your junk/spam folder to see if anything from EE is there?

Was the order XKO ?

Re: Order issues

Lavenderhaze — Mon, 31 Mar 2025 18:20:25 GMT

Payment was taken both times.

Number started with xko.

No other emails at all.

Re: Order issues

Linzi_H — Tue, 01 Apr 2025 07:54:38 GMT

Hi @Lavenderhaze

If the payments have cleared successfully, and you still have no further updates about your order, I'd suggest calling our team directly so they can check what's happened.

Linzi