topic Re: Order Cancelled in Orders

Order Cancelled

Max12543 — Fri, 17 Jul 2026 18:19:23 GMT

I have ordered a new phone and contract as a new customer. I have been trying to contact all day but cant get through to a human. i need to contact asap as i put a downpayment on the phone and order was confirmed and then i get a text saying its been cancelled and i cant contact anyone to find out why or get a refund. i need this phone for work and want to sort this out so i can start my contract with ee anbd get my new hand set can anyone help?

Re: Order Cancelled

XRaySpeX — Fri, 17 Jul 2026 18:55:07 GMT

@Max12543 : You should get the deposit refunded with 7 - 10 days. In the meantime it will be held as Pending on your bank a/c or card.

Re: Order Cancelled

Ali_A — Sat, 18 Jul 2026 07:12:50 GMT

Hi @Max12543

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.

You can contact our customer service team who will be able to check the reason it was cancelled.
Contact Us | Help & Support | EE

Hope this helps!

Ali