Disgusting

Staceyybaybehh · ‎18-04-2026

I have paid upfront for an contract phone, i got all the stuff emailed to me about it and they text me saying i cant have the phone what the hell!!!

Ali_A · ‎19-04-2026

Hi @Staceyybaybehh Welcome to the EE Community

Sorry to hear your application was declined.

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.

As @XRaySpeX mentioned, since your application has not been successful we will not take the payment, so your bank/card issuer will automatically release the Pending Pre-authorisation back to your account. They usually do this after 10 working days.

Our care team will not be able to ask your bank to release it any quicker than their standard timescales, as this is set by your bank/card issuer only.

Ali

View solution in original post

XRaySpeX · ‎19-04-2026

You probably failed the credit check. You'll get the upfront payment refunded within 7 - 14 days.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Ali_A · ‎19-04-2026

Hi @Staceyybaybehh Welcome to the EE Community

Sorry to hear your application was declined.

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.

As @XRaySpeX mentioned, since your application has not been successful we will not take the payment, so your bank/card issuer will automatically release the Pending Pre-authorisation back to your account. They usually do this after 10 working days.

Our care team will not be able to ask your bank to release it any quicker than their standard timescales, as this is set by your bank/card issuer only.

Ali