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New contract phone, was charged upfront fee but ee is saying diff

Shannenxxx
Visitor

‎15-09-2025 09:34 AM

Hi i tried to order a Samsung s25 went through all the steps it took the £30 from account but said it didn't and it didn't move on from that stage of the order,  no emails or nothing since what do I do now? As I don't think order has went through but I'm £30 down @Help

0 Helpful
2 REPLIES 2
XRaySpeX
EE Community Star
EE Community Star

‎15-09-2025 11:28 AM

You shouldn't be £30 down. It hasn't yet been taken from your bank a/c but it will be showing as Pending & will disappear when EE don't call for it.

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

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0 Helpful
Ritu_D
EE Community Support Team

‎15-09-2025 11:32 AM

Hi @Shannenxxx 

Welcome to the community. 

I can imagine you are eager to receive your order. 
Could you check in your spam/junk mail to see if your confirmation email is in there? 
Is the payment showing as pending with your bank? 
When a order is placed a payment request is sent to your bank, but the payment wont be taken until the order is processed. Your bank will set the payment aside "Pending" until we take it. 
If for any reason the order does not get processed the bank will release the "pending" payment back into your account.

Thanks

Ritu