topic Money in Orders

Money

Phoe3 — Sun, 12 Jul 2026 08:32:08 GMT

I tried to buy a phone from you and got told that my identification didn’t go through and the £40 I paid up front would be back into my account within ten days and I still haven’t received this. Money back

Re: Money

Schockwave — Sun, 12 Jul 2026 11:06:08 GMT

Hello @Phoe3 ,

Welcome to the community,

We have no account access here in the public forum, you will have to ring customer service to find out what is going on, but when did you receive notification that it did not go through?

I would suggest waiting until after the weekend to see if it has gone back into your account.

Re: Money

Ali_A — Sun, 12 Jul 2026 11:24:46 GMT

Hi @Phoe3

Welcome to the EE Community

Sorry to hear your 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.

Ali