Just got an email to say my order could not be accepted but payment has been tak

[gsmith01]

I ordered an early upgrade phone this morning and got a confirmation email. This afternoon I receive a new email saying that unfortunately my order has not been accepted and no payment will be taken, however having just checked my bank a payment has already been taken!

Unsure where to go from here.

[Northerner]

Hi @gsmith01 

It's likely pending (on hold with your bank) so check again in 24 hours.

Thanks

[gsmith01]

The phone order is pending or the payment will be cancelled?

Any idea as to why an order wouldn't be accepted?

[Christopher_G]

Hi @gsmith01

Welcome to the community. 

I'm not sure why the order wouldn't have gone through. Our Mobile Care team will be able to take a look your account and find out what's happened.

Chris

[gsmith01]

@Christopher_G  I have just gone back on to the store to check whether it was a stock issue (Google Pixel 4 good as new) and whilst there is still stock it seems the data plan I selected has been taken off (40GB £34 per month), so I presume it is something to do with that?

Why would they take available data plans off?

*edit* ignore the above... when i log in to upgrade i can see more plans.

[Leanne_T]

Hi @gsmith01

Thanks for coming back to us.

Have you spoken to our Mobile Care team?

They will be able to get this looked into for you.

Leanne.

[gsmith01]

@Leanne_T 

I'm trying to.... although the lines are busy.

Money has now actually been taken from my account, despite the cancelled order

[Leanne_T]

Hi @gsmith01

Please keep trying our Mobile Care team will be able to check the order and payment for you.

We’re doing everything we can to help our customers and look after the wellbeing of our people during the Coronavirus outbreak.

Our contact centres in the UK and Ireland are open to help keep you connected, but we have fewer people available to take your calls. 

Leanne 🙂

[gsmith01]

@Leanne_T 

I eventually got through and it seems the phone was out of stock, yet EE still decided to take the money.  This seems a little harsh and not sure why I should be £200 out of pocket for 5 days or so for something that wasn't my fault?

Also, your website is still showing stock for the phone!

[Leanne_T]

Hi @gsmith01

I am very sorry to hear this, has this payment now been refunded?

Which size and colour Google Pixel did you order?

Leanne.