I haven't received any order confirmation but money has been taken?

[xSamarax]

Hi there,

I ordered an Iphone 16 yesterday as my current phone is broken, I had to borrow a friends phone to approve the transaction on the banking app and when I did so the money was taken from my account but the EE order page refreshed and said I still had one thing in my basket and no recent orders.

I've emailed the customer service as I can't call (due to my phone being broken lol) but haven't heard anything.

I haven't had any order confirmation email or any email from EE at all but the money was definitely taken out of my account and has not been refunded.

Can anyone help?

- Samara

[Schockwave]

Hello @xSamarax ,

Welcome to the community,

Firstly, have you checked your spam/junk folder?

The money will be pending, so no money will have been taken, as EE need to be sure you have the funds. If your order has been cancelled then the refund will take up to ten days.

You will receive confirmation up to the evening before delivery from DPD and another one on the day of delivery with a one hour window.

You can contact customer service see my signature, emailing customer service, there is no way to do that, sorry, not sure how you emailed them.

[xSamarax]

Hi!

Firstly thank you for getting back to me, Yeah I've checked all my folders nearly every 30 minutes or so haha.

I found an email on the EE website that I used? I've put it below, I didn't actually know that you couldn't email them so I'm a little confused? It was in the 'contact us' section on the site so I assumed it would work.

Enquire-store@ee.co.uk

If I cant manage to phone would it be of any worth maybe trying to go in store and have a look at this or is it more of a waiting game?

[Schockwave]

@xSamarax , if you are near a high street store you can always go in and see if they can help you, but if you buy from a high street store, just remember that there is no cooling off period.

If you have something like Skype, you can ring customer services for free, just remember to press 2 on your keypad, as that gets you through to a person.