Didn't get the Refund?

[krishnann]

Order payment failed but money deducted – no refund after 6+ days
I tried placing an order on EE. During payment, the amount was deducted from my account, but the website didn't show a success page — instead it displayed an error message ("something went wrong"). I attempted this twice, and both times the same issue occurred. I did not receive any confirmation or failure email either.
It's now been more than 6 days and I still haven't received a refund. Has anyone else faced this? How long does it usually take for EE to refund failed transactions?

[Ali_A]

Hi @krishnann 

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