topic Re: Order cancelled in Orders

Order cancelled

Jamie291 — Sun, 16 Mar 2025 14:44:43 GMT

Why was my ordered cancelled??

Re: Order cancelled

Jamie291 — Sun, 16 Mar 2025 14:45:20 GMT

I have just received a message that my order was cancelled and I’m not sure why ? I can’t ring EE as my phone is broken this is why I’m trying to get a new one ?

[mod edit: removed personal details]

Re: Order cancelled

Schockwave — Sun, 16 Mar 2025 14:27:46 GMT

Hello @Jamie291 ,

Welcome to the community,

Please remove your order number asap, as per community rules no personal details are allowed here.

We would not know, we have no account access and do not know who you are. You may not have passed the credit check.

See my signature for ways to contact customer service.

Re: Order cancelled

Jamie291 — Sun, 16 Mar 2025 14:59:26 GMT

You shouldn’t be taken people money without doing a check in the first place Iv seen on hear loads of people don’t even get refunded, so is there anything you can help me with ?? Dealing with this request?

Re: Order cancelled

Schockwave — Sun, 16 Mar 2025 16:20:14 GMT

@Jamie291 , if EE have cancelled your order, , you will see that the money taken from your account should be pending and will be cleared within the next few days, they do have to do a check to see whether you are able to pay and do do a credit check.

This here is not customer service but a public forum, so you would have to speak to customer service about this.

Re: Order cancelled

Jamie291 — Sun, 16 Mar 2025 17:08:01 GMT

Thank you

Re: Order cancelled

Schockwave — Mon, 17 Mar 2025 13:47:36 GMT

@Jamie291 , you are welcome, hope you get it sorted ok.

Re: Order cancelled

Sarvesh — Sat, 17 May 2025 07:05:00 GMT

my order number XKO*********

it will cancelled

but not refunded

[Mod Edit: Please don't post personal details in the public Community Forum]

Re: Order cancelled

Chris_B — Fri, 16 May 2025 18:04:03 GMT

@Sarvesh You get refunded within 7-10 days. All refunds have a procedure that has to be followed before it’s sanctioned

Re: Order cancelled

Ali_A — Sat, 17 May 2025 07:22:50 GMT

Welcome to the EE Community @Sarvesh

Sorry to hear your order was cancelled.

The upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank.

As your order has not gone through we will not take the payment, so your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.

Our care team will not be able to ask your bank to release it any quicker than their standard timescales, as this is set by your bank/card issuer only.

Hope this helps!

Ali