Just placed an order. No details, no email but money taken

Bennyb1973 · ‎26-02-2025

Hi

Just placed an order for a iphone 14 on a monthly contract. It took my £30 and thats gone from my bank but i had a blank screen on order confirmation.

Ive had no email with details of order and no sign of any order in my EE account.

Any ideas ?

Ali_A · ‎26-02-2025

Hi @Bennyb1973

Welcome to the Community

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 reprocess 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. If the order did not complete 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.

Ali

View solution in original post

Ali_A · ‎26-02-2025

Hi @Bennyb1973

Welcome to the Community

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 reprocess 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. If the order did not complete 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.

Ali