Payment not processed but £ taken?

Sgabr11 · ‎15-05-2023

Hi,

I paid my bill via Apple Pay, the screen on EE said payment not processed. However the money has been taken from my bank?

will this be refunded to me? I am not happy to pay my bill twice and wait for it to be returned.

Northerner · ‎15-05-2023

Hi @Sgabr11

Has the money left your account or has the bank reserved it for the payment you have made to be validated. There is a difference as if reserved this will not be with EE.

When did you pay?

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

Sgabr11 · ‎15-05-2023

Hi,

money has left my account, not pending or anything like that. I always pay my bill via Apple Pay and receive confirmation of payment etc immediately and have not had this.

a few hours ago - I’m a nurse working night so it was very early morning.

thanks

Katie_B · ‎15-05-2023

Hi @Sgabr11.

Please give our customer care team a call on 150.

If a double payment has been made the team will be able to process a refund for you.

Katie

Mattlee2000 · ‎09-05-2025

This exact thing has just happened to me spoke to EE they have no record of payment, spoke to the bank they said it’s left my account definitely to EE, checked Apple Pay records says refunded… did you get your money back in the end?

Katie_B · ‎09-05-2025

Hello @Mattlee2000.

Thanks for coming here.

I'd recommend giving us another call and speaking with our customer care team.

The team will be able to look into this further for you.

Katie