Upfront Cost Not Taken

[AimeeLou97]

Hi,

I placed an order last night and got the confirmation email with my order number on. However the upfront cost and early upgrade fee have not been taken from my bank??? 

Obviously at the moment there’s no live chat option and phone calls are for vulnerable customers so what do I do?? 

Thanks 🙂 

[Katie_B]

Good Morning @AimeeLou97. 

Welcome to the EE Community. 

Does this show in pending transactions?

I would recommend monitoring this throughout today and if it still has not been taken by this afternoon please come back and let me know. 

Katie 🙂

[AimeeLou97]

Hi @Katie_B 

It isn’t showing in my pending transactions no, but will keep an eye on it today, thank you ☺️

[Katie_B]

Thanks for confirming @AimeeLou97. 

Be sure to pop back and let me know if this does not show later today, 

Katie 🙂

[AimeeLou97]

Hi @Katie_B 

Still nothing being shown! 

[Katie_B]

Thanks for letting me know @AimeeLou97. 

I have sent you a private message, please take a look and get back to me. 

Katie 🙂

[danniee48]

Did you ever figure out what had happened? The same thing has happened to me. Thanks 

[AimeeLou97]

@danniee48 in the end I called them, the EE lady Katie private messaged me and said they’d call me back - they didn’t so I just called them, it was because they hadn’t processed the order yet but they did it over the phone and my upgrade will be here Monday! 

They were really helpful over the phone, give them a ring 😊

[Clarkey99]

Hi there, 

i ordered a phone online, and they said it was successful and my upfront cost was not taken, what does this mean if my phone was meant to be here within the next day

[Katie_B]

Hello @Clarkey99. 

Thanks for ordering with us. 

When did you order your new phone?

What phone did you order?

Katie 🙂