Failed Order Payment

[Thaiytum]

Hello,

I think I have put this in the correct location.

I attempted to open a new phone contract yesterday, completed all the details, and then when I proceeded with the payment, the ‘request could not be completed at this time’ but the payment was still moved into pending.

I’ve called and spoken to about ten different guides who have given me all sorts of different timescales for this payment to come back to me but my bank has confirmed that they can reverse the transaction with an email confirming the payment details.

Each of the ten guides I have spoken to have confirmed the payment will not be taken and that an order wasn’t completed but the reversal is clearly not immediate as it has still not been returned.

Has anyone else experienced the same issue or is anyone able to assist please because I have paid the upfront cost of a handset, haven’t even got one on order, and have to wait at least 8 calendar days for this to come back unless I get an email confirming the payment details and that EE will not claim the money.

Any help would be appreciated!

Thank you 

[Chris_B]

@Thaiytum   If it’s in pending it doesn’t mean it been taken.  It’s still in your account waiting to go but it’ll not be removed as the process of the order didn’t go through.    EE isn’t your bank so can not influence the pending status of this.    Sit back relax and it’ll sort itself out.  

    I’ve still got a pending on a cancelled Amazon order and this was cancelled Wednesday and I cancelled this within 2 minutes of ordering.    I’ve since reordered the revised item payment has been taken and I’ve received the item.    

[Thaiytum]

Hi @Chris_B 

I understand that EE aren’t my bank but EE are the reason this payment has been unsuccessful because the site crashed; it’s already been acknowledged that the order request was unsuccessful at the fault of EE.

If my bank has confirmed that all they need is confirmation from EE that this payment will not be claimed, then they do influence the pending status of the payment and surely it’s not that difficult to confirm the status of the request considering no order has been placed; but it unfortunately seems to be a mammoth task.

The sit back and relax option when a device cost has been paid upfront but no order has been confirmed considering it could have been resolved yesterday with a single email isn’t great.

[Chris_B]

@Thaiytum   You have to allow the natural progression of this it’s that simple.   

[Thaiytum · Accepted solution]

The billing team have sent a direct email to confirm date of payment, time of payment, amount of payment, and that they will not be claiming the funds to forward to my bank.

£1,561.00 all now reversed immediately and a new contract has been opened. Good job I didn’t sit and relax.

Thank you EE!

[Leanne_T]

Thanks for coming back and letting us know @Thaiytum 

Leanne.

[Chris_B]

@Thaiytum    But as you said the order didn’t go through and EE don’t take anything as the payment was only pending so it didn’t leave you bank account you didn’t pay for anything. 
  And if the order didn’t go through then the payment wouldn’t have been taken.   And you’ve had 10 customer service representatives confirm this with you.     Pending doesn’t mean it’ll go from your account unless EE take it.    You bank only made the funds available so it’s pending.      You didn’t have to do anything as you said the order failed.    

[Thaiytum]

Hi @Chris_B 

There is a difference between a refund and a reversal and my wording is very specific. I never said that the payment left my account, I always stated it was sectioned in pending due to a payment request submitted by EE to my bank, honoured by my bank, and pending a reversal or a claim from EE.

It’s all resolved now anyway and they’ve acknowledged an issue with the new flexi-contracts for brand-new customers that all experience the same issue that I had with the unsuccessful payment but active payment request being sent so this page is likely going to be helpful for people moving to EE until the system is fixed.