topic Re: Order placed money taken and no confirmation? in Orders

Order placed money taken and no confirmation?

Lo171 — Fri, 24 Jul 2026 15:04:59 GMT

Hi,

I ordered a contract phone yesterday and paid the upfront £30 cost it’s left my account and I’ve not recieved any confirmation at all from it? Has anyone else has this issue lately as I’m not sure what to do and a bit worried.

Re: Order placed money taken and no confirmation?

Schockwave — Fri, 24 Jul 2026 15:27:32 GMT

Hello @Lo171 ,

Welcome to the community,

Have you checked your spam/junk folder? It sometimes goes in there, otherwise if you are at all concerned, you can ring customer service to make sure it has been accepted.

The upfront cost should be pending until dispatch of phone.

Re: Order placed money taken and no confirmation?

Lo171 — Fri, 24 Jul 2026 15:38:30 GMT

Yes I’ve checked the spam/junk folder and nothing has come of it yet the £30 upfront cost came out of my account as soon as I confirmed the order but I got no confirmation at all or anything the only email I got was a contract summar/pre contract no order confirmation or that my order had been accepted.

Re: Order placed money taken and no confirmation?

Ali_A — Fri, 24 Jul 2026 17:51:06 GMT

Hi @Lo171

As you've not received a follow-up confirmation email, please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly. They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order wasn't completed, they can manually process the order for you.

Just so you know, 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. We'll only complete the payment once the order is processed.
If the order does not get completed we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.

Ali

Re: Order placed money taken and no confirmation?

Lo171 — Fri, 24 Jul 2026 19:47:37 GMT

Thank You for the response I’ll give them a call.

🙂

Re: Order placed money taken and no confirmation?

Lo171 — Mon, 27 Jul 2026 18:30:48 GMT

Hi, I’ve tried calling twice and no one is answering me is there anyway to contact EE online about ordered placed because I’m getting no where with it and still haven’t received any further emails.

Thanks

Re: Order placed money taken and no confirmation?

Chris_S — Tue, 28 Jul 2026 09:28:25 GMT

Hi @Lo171

Depending on the time you call, we may take a little longer to answer than usual.

If you'd prefer to pop into a store to discuss your account, you can book an appointment on our Book an Appointment web page.

Chris S