Placed an order, but upfront cost not taken

[dominic0210]

Hello, so I recently brought a iPhone XS Max today, which had an upfront cost of £30 however the £30 has not been deducted from my bank account but I have received an email telling me that my order number is xko......... saying thanks for my order and that it’s getting ready for me. Could you help me to find out if it’s actually being processed or not and if it’s not gone through properly thank you. 

[Chris_B]

@dominic0210   You’ll need to call customer services about this as there is no account access from here. 

[Christopher_G]

Hi @dominic0210

Welcome to the community. 🙂

As @Chris_B said, our Mobile Care team will be able to check the order for you and make sure everything is OK.

Chris 🙂

[twaggles]

i have a similar issue i ordered mine on the 10th and have recieved a order confirmation email with an xko number but have seen nothing since and the call service asks me for a phone number which i have not yet been provided 

[Katie_B]

Good Afternoon @twaggles. 

Thanks for coming to the community. 

What device or accessory did you order? 

When you use the online tracker to track your order, what shows?

Speak soon, 

Katie 🙂