Upfront cost of phone taken but credit check declined

[Jamesalexander]

I applied for a pay monthly contract yesterday and paid the upfront cost for the phone of £30 however the credit check was declined and there is nothing to suggest anywhere that I will be refunded or when.

My credit report is actually good (on Experian) so I assumed I had inputted some details incorrectly and then tried a second time and was once again rejected, no idea why.

I am now £60 out of pocket with nothing to show for it except mild confusion, does anyone know if I’m getting my money back?

[XRaySpeX]

@N0tjeyy : I said earlier how to phone CS w/out having an EE no.

[shazzakier73]

I had the same problem I was offered a mobile contract are in already a bt broadband customer ,so I was took to ee I picked the phone paid £40 upfront cost ,then I got an email saying order declined, Still have had no information regarding being  refunded  my £40 

[Katie_B]

Hi @shazzakier73. 

Thanks for coming to the community. 

Was your order declined because of a credit check?

Your refund will automatically be generated and should be back with you within 14 days. 

Katie 🙂

[GWAS]

Me too can't see why I have to  wait for my  money to be transferred back

being it was taken quick enough I think its a bit of a **bleep** take  to be honest paid £ 30

Upfront  and  it would have been £27 monthly  ??????? EEs lose 

[Ballsdeepin]

Isn't it about time you had the decency to email or at least give some sort of indicator that the money taken will  e refunded this thread is from 2021 we are nearly into 2023 I have just experienced it exactly the same lack of Information as the post here it's utterly incompetent instead of Kevin Bacon prancing about perhaps you could concentrate on this trivia ?

[Leanne_T]

Hi @Ballsdeepin

Thanks for coming here. 

How long ago was the order cancelled? 

Leanne.

[Styko30]

Hi

This has just happened to me last Tuesday, I was told 48 hours for refund but no sign of it yet. You took the money fast enough, I want this sorting ASAP. £60 gone with no idea when it's coming back.

[Christopher_G]

Hi @Styko30

I would recommend calling our Mobile Care team as soon as possible.

Chris

[Zowiekye62]

When you click that link it just gives you a list of options.Why are you not bakes to provide the specific number to call, I can only guess because you yourself don’t know the exact number! I have just had this happen to me, I am now out of money with no information as to how it will be refunded, it seems even you don’t know when EE will refund it and I’m fairly sure it’s against visa and fsa regulation to hold a customers money when you are not in contract with them which obviously you aren’t as you have refused a contract! Please provide the exact phone number of who we call and not just a general customer service number!

[XRaySpeX]

@Zowiekye62 : There is only a general CS no. All roads lead to Rome! You can call CS on the Freephone no. in my sig.