topic Re: Upfront payment in Orders

Upfront payment

Kkubik — Sat, 22 Nov 2025 07:01:45 GMT

Hi I try to get a phone with ee I get pre contract upfront payment has been taken from my account but I didnt sigN anything i dont have order number on my account is no billing fro my new contract

Re: Upfront payment

Michael_D — Sat, 22 Nov 2025 12:37:27 GMT

Hi @Kkubik

Welcome to the community.

If you have attempted to place an order, and put your card details in for the upfront cost, the money would be showing as a pending payment with your bank, but we'd not take it until the order is processed.

If the order has not gone through, the money would stay pending with your bank for around a week before being returned to your balance.

If you haven't seen a confirmation screen or haven't received an email with an order number, it doesn't sound like it has gone through, but if you give our customer service guides a call, they can check the order for you.

Michael

Re: Upfront payment

Schockwave — Sat, 22 Nov 2025 16:14:06 GMT

@Kkubik , also please check your spam/junk folder to make sure that the email has not gone in there.