topic Re: Re: Hi I’ve just placed an order and got charged £30 but no update on the order in Orders

Re: Hi I’ve just placed an order and got charged £30 but no update on the order

Sophghj12 — Sat, 30 Aug 2025 18:40:34 GMT

This has also happened to me ordered last night had a message today to say cancelled tried again tonight and its done the same thing, site seems to be glitching when placing an order, now im waiting on £60 refund

Re: Re: Hi I’ve just placed an order and got charged £30 but no update on the order

Michael_D — Sun, 31 Aug 2025 09:00:15 GMT

Hi @Sophghj12

Welcome to the community.

If the orders have been cancelled, we won't have actually taken the payments.

They will be pending with your bank as you have attempted to order, but it would only be taken by EE if the order was completed successfully. It will usually come out of pending and return to your balance in around 7-10 days but that will depend on your bank.

Was there anything to say why the orders were cancelled?

What was it you were trying to order?

Michael

Re: Re: Hi I’ve just placed an order and got charged £30 but no update on the order

Sophghj12 — Sun, 31 Aug 2025 09:02:25 GMT

once id checked out the page just goes blank like its timed out and not loading

Re: Re: Hi I’ve just placed an order and got charged £30 but no update on the order

Michael_D — Sun, 31 Aug 2025 09:09:12 GMT

You'd mentioned that you had a message to say the order was cancelled, was that by text or an email? @Sophghj12

Michael

Re: Re: Hi I’ve just placed an order and got charged £30 but no update on the order

Sophghj12 — Sun, 31 Aug 2025 09:29:17 GMT

It was a text message

Re: Re: Hi I’ve just placed an order and got charged £30 but no update on the order

Michael_D — Sun, 31 Aug 2025 09:37:22 GMT

If it has happened twice, I'd recommend speaking to our customer service guides, so they can look to see why the order has been cancelled @Sophghj12.

They won't be able to do anything about the payments, as we won't have taken them and it will still be with the bank, but they can see if it can be processed for you.

Michael