Upfront payment

[joecity77]

Hello I'm just need to know when you can refund me 30£ upfront payments.im placed order 17.08.2025 .and why you saying we don't charge any money until order is successful.

Payment has been taken it's not pending 

JOSEF

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[XRaySpeX · Accepted solution]

@joecity77 : Upfront payments are not refunded. They are part of the price of the phone.

[joecity77]

Order was declined 

Upfront payment was taken 

Once again when did you refund me please 

Thank you 

[XRaySpeX]

You should get the payment refunded to your method of payment within 5 working days.

[Chris_S]

Hi @joecity77 

We process all refunds within 3 working days. However, it might take up to 10 working days for your bank to show the refund in your account.

If you haven’t seen your refund after 10 working days, just reach out to one of our Guides, and they’ll help you.

Chris S

[joecity77]

But if my order was unsuccessful why did you take upfront payment,?
Nothing takes longer then few minutes but it's looks you are so
unhelpful.just send back my money to my bank account and all done.
Please.dont send me empty answers please.send me my money
Bye for now

[XRaySpeX]

Upfront payment is taken at PoS. That's why it's "upfront". Order is processed afterwards & decided to accept or not.

[joecity77]

They declined 

 what are your waiting for?

Just refund me just move little bit and resolve this issue don't send me empty answers it's take already 5 days your promise money back 

[Ali_A]

Welcome to the EE Community @joecity77 

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 your application has not been successful we will not take the payment, so your bank/card issuer will automatically release the Pending Payment 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 controlled by your bank/card issuer only. 

If your bank has not released the pending payment after this time please contact our Contact Us | Help & Support | EE  who will be able to look into the details of the order for you. 

Hope this helps! 

Ali 

[joecity77]

Hi it's more than 1 week my upfront payment it's not arrived to my account.my order was declined.

So.if you every week telling me payment will arrive up to 10 days I can wait till Christmas

So now going to claim my phone was stolen because you are unusual unhelpful just time waister.how you can get any proof my phone was not stolen.if you don't know nothing about refund