First Time Order - Pending £30 but not received confirmation email

[Luke1196]

Hey everyone,

I'm a first time user for EE and was organising a provider switch earlier today.

I went fully through the process, including creating an account, entering my PAC, the credit check information & entering my billing details.

I have the £30 pending payment for upfront charge but just as I finalised the order, the website timed out and my account was logged out.

When I log in my account doesn't show any current contracts/plans, and I have not received any email confirmation or order number. It also shows the 1 item still in my basket, but none of the previous options I selected.

If I go through the same process, I find that the phone/plan I selected is now at a higher price and is unavailable at the BT discount rates I applied.

I've tried to phone the customer team, but there's apparently no options for new customers or requesting order updates?

Is it likely that my order didn't go through, and I'll need to re-do this in its entirely? I'm just worried with already providing my PAC number & having a credit check, it might've caused some problems.

Thanks you.

[Ali_A · Accepted solution]

Hi @Luke1196 

As the screen went blank while placing an order, I'd recommend giving our Customer Service team a call where a guide in the Digital Sales team 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 wasn't completed, they can manually 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 does not get completed 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 

[Luke1196]

Hi Ali,

Great thank you for your reply, I'll try again to give them a call today to check on the order.

If I don't get through or receive no confirmation etc, I'll just go through the order process again towards end of this week.

Thanks, Luke