topic Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation. in Orders

Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Randomer2023 — Mon, 20 Nov 2023 00:29:01 GMT

Hiya,

I recently ordered an Iphone 15 Contract on the EE website, its taken the money out of my bank account but i have had no confirmation email at all. It just refreshed the page when the payment was approved.

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Chris_B — Mon, 20 Nov 2023 05:22:08 GMT

@Randomer2023 have you checked your spam folder ?

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Randomer2023 — Mon, 20 Nov 2023 11:10:43 GMT

Yeah i have,

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Eddy2760 — Mon, 20 Nov 2023 11:25:24 GMT

When placing the order did you sign up for an EE online account?
Have you logged into your online EE account to check you have entered the correct email address that is linked to yourself?

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

rarahoward74 — Mon, 20 Nov 2023 21:09:17 GMT

This has just happened to me this evening. Paid my upfront payment which has been taken from my account but I’ve not had an email with order number confirmation? Did this through the EE website for IPhone 15 pro max.

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Christopher_G — Tue, 21 Nov 2023 07:43:55 GMT

Hi and welcome to the community, @rarahoward74

Which colour and memory size did you choose? Have you checked your junk/spam folder?

Chris

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Kirstyt4 — Wed, 29 Nov 2023 16:41:34 GMT

This just happened with me tonight. Paid upfront payment and the page refreshed and no email did you manage to get it sorted?

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

James_B — Wed, 29 Nov 2023 17:53:38 GMT

Hi @Kirstyt4,

Welcome to the EE Community. 🙂

Please allow up to 24 hours for your order to be processed. It's also worth checking your spam/junk email folder periodically just in case your confirmation email is filtered by your email provider.

James

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Chloeday1992 — Wed, 10 Jan 2024 20:08:25 GMT

Mine has done the same. Paid £150 upfront, payment taken. Screen went blank and no confirmation on screen or email sent. Rung customer services they told me wait 24 hours but it’s not on.

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Leanne_T — Thu, 11 Jan 2024 07:51:48 GMT

Hi @Chloeday1992

Thanks for coming here.

Was the order for a new contract or an upgrade?

Could the team view the order when you called?

Leanne.

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Chloeday1992 — Thu, 11 Jan 2024 08:25:46 GMT

Hiya,

she said she could see an account number but nothing else at all. Told me to wait 24 hours and call if I haven’t received an email.

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Leanne_T — Thu, 11 Jan 2024 08:31:50 GMT

Thanks @Chloeday1992

Was this an upgrade or new contract with us?

The orders can take time to process and once completed you would receive an email to confirm 🙂

Leanne.

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Chloeday1992 — Thu, 11 Jan 2024 08:33:29 GMT

Hiya,

it’s was a new phone contract. I’m just worried as the website just didn’t load, white screen I didn’t get any confirmation at all. And there was no order when billing team looked, just an account number. And now £150 has been taken.

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Leanne_T — Thu, 11 Jan 2024 08:34:48 GMT

Hi @Chloeday1992

If you can keep checking your email including the junk/spam folder and call us if nothing is showing after 24 hours the team will be able to look into this for you 🙂

Leanne.

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Simonh7 — Sun, 14 Jan 2024 21:29:51 GMT

Same happened to me, what a shambles, not the start to a new phone provider you want is it.

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

James_B — Mon, 15 Jan 2024 08:05:37 GMT

Welcome to the EE Community, @Simonh7

When did you place your order?

Have you received any updates yet?

James

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

KatieBrannan18 — Thu, 15 Feb 2024 02:30:05 GMT

hello i have paid upfronr £30 for an iphone 15 pro max and not had a confirmation email or a reference number to even track the order??

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Katie_B — Thu, 15 Feb 2024 07:40:51 GMT

Hi @KatieBrannan18.

When did you place your order?

Has the £30 left your account?

Katie

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Snowphy — Mon, 04 Mar 2024 20:03:57 GMT

I also started a contract. The payment has been taken, with no order confirmation.

Re: Ordered a Phone Contract, upfront payment got taken, no email confirmation.

Leanne_T — Tue, 05 Mar 2024 07:24:47 GMT

Hi @Snowphy

Thanks for posting 🙂

When did you place the order?

Did you order over the phone, in an EE Store or online?

Leanne.