£30 taken

[N1arsenalfan]

Hi, 

I've also encountered a similar problem whereby I have ordered a pay monthly contract on a Samsung Galaxy S25 Ultra, the upfront payment has been taken, however I haven't received a confirmation email, so no tracking number, or order number, and the £30 taken out of my account upfront cost today's date 16/04/2025. It's now be 2 hours since I ordered the phone and still nothing. 

[Chris_B]

@N1arsenalfan  have you checked your spam folder ?  

[Ali_A]

Hi @N1arsenalfan 

Please give our Customer Service team a call where a guide can check your order went through correctly. 
They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order didn't complete correctly they can re-process the order for you. 

Just so you know, 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. We'll only complete the payment once the order is processed. If the order did not complete we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days. 

Ali 

[Emmarosex1]

Same thing has happened to me today. £30 upfront payment has been taken from my bank but no confirmation email to say if the order has even gone through. 

[Debbie_G]

Hi @Emmarosex1.

Welcome to the community.

I know you'll be keen to get an update on your order.

Have you been able to check your Junk/Spam folder for any emails from EE?

Was this an upgrade or a new contract order?

Debbie 🙂

[Emmarosex1]

No still not emails but a text message saying my order is cancelled and no explanation as to why 

[Debbie_G]

Thanks for getting back to me @Emmarosex1.

If you've received a text advising your order has been cancelled, please get in touch with our team on 150 from an EE Mobile or 0800 956 6000 from another phone. They can take a look at the order and see why this has been cancelled.

Debbie