topic Re: New order help!!! in Orders

New order help!!!

Robertsonkayp — Tue, 09 Jun 2026 15:34:39 GMT

I ordered a new Samsung paid the £30 and received a text the next day sayong order was cancelled due to issues with my card however the money had already left my bank and I am yet to have it refunded. I then reordered the phone paid another £30 and have had the emails for order but nothing since. How long is it usually for the miney to go back into your account and also how long until you hear regarding phone delivery etc as tracking says there's a problem and there is nothing on my account anywhere regarding the order.

Re: New order help!!!

XRaySpeX — Tue, 09 Jun 2026 16:14:58 GMT

The money should be showing at your bank as "Pending" & that should be removed within a few days when EE fail to take it up.

Re: New order help!!!

Robertsonkayp — Tue, 09 Jun 2026 16:54:15 GMT

Thank you.

Don't suppose you have any idea how long it takes to process the order etc and actually receive the phone?

Re: New order help!!!

Ali_A — Wed, 10 Jun 2026 10:11:32 GMT

Welcome to the EE Community @Robertsonkayp

Sorry to hear your first application was declined.

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 application has not been successful 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.

As you're first order failed due to issues with your card, a repeated order may have the same problem, which will match why you see an error when you try to track online.

Please check your junk/spam folder if you've received a follow-up email with an update on your order.
If you've not received any follow-up email you'll need to give our Customer Service team a call where a guide in the Digital Sales team can check your second order went through successfully.

The team can discuss the reasons why it couldn't be processed, and what additional information we need to manually complete it for you. They can then issue you the tracking

Ali