topic Re: Order Cancelled in Orders

Order Cancelled

chloepaigex9 — Wed, 11 Feb 2026 01:51:19 GMT

Hi so last Tuesday I tried getting my first contracted phone, unfortunately due to my circumstances I’m unable to have a contract phone and the order got cancelled. I paid £50 upfront before the cancellation, I then got a message the morning after saying that order had been cancelled and that I’d be refunded in up to 10 days any upfront payments. I’m just worried because it has been 7 days and not heard anything. I’m just wanting to check that it will 100% go back in my account because I think 7 days is a bit close to the date now and not heard anything at all.

Thank you, Chloe.

Re: Order Cancelled

Northerner — Wed, 11 Feb 2026 05:17:59 GMT

Hi @chloepaigex9

There is no account access on these forums. If you need to know for sure you'll need to speak to EE CS on 150.

Thanks

Re: Order Cancelled

Ritu_D — Wed, 11 Feb 2026 09:00:07 GMT

Good morning @chloepaigex9

Usually the upfront payment taken at the time of your order would be a pre-authorisation, which is held as 'pending' with your bank.

As your order has been cancelled 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 are unable to ask your bank to release it any quicker than their standard timescales, as this is set by your bank/card issuer.

Hope this helps.

Ritu