Money taken out but no confirmation on phone

[daniel-w0]

Hi,

I've just signed up for EE and have tried purchasing a phone, I got to the checkout page and it successfully took it out of my bank, but then something failed on the website and it seems to be lost, I think I have to pay again. I'm using Firefox and there seems to be quite a few issues with that browser on this website, for example on some pages, I get stuck in a redirect loop.
I'm on MS Edge now, and the support chat is bugged as well.. It's asking me to enter my full name, and when I click into the input field, the X button to close the window takes focus instead.

I'll go through the process again, probably on MS Edge to have fewer issues. But how can I get my money back from the first purchase? Thanks.

[daniel-w0]

Okay... This is quite infuriating now.

I've done the process again, and then it redirected me back to the checkout page. I've got no emails, but more money has been taken out. This is absolutely ridiculous. If I can get my money back, good. If I have to deal with some crap because there's now two contracts because it's broken, I cannot be bothered to deal with that. Why can't things just work, I don't understand why it's so complicated. And I tried calling already, you don't get any useful options and you can't just speak to someone. Of course it's as difficult as possible, just like everything nowadays.

[Ali_A]

Hi @daniel-w0 

Sorry to hear of the experience you've been facing while placing an order.

Please give our Customer Service team a call where a guide in the Digital Sales team can check your first 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 there is a duplicate order they'll be able to cancel that too. 

If neither order completed correctly, they can re-process the order manually 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 

[daniel-w0]

Hi Ali,

Thank you for your response.

Regarding the order, I checked the Monzo app and if I scroll down, it does indeed say it's pending (even though it went through). So I assume they're doing some checks and it'll take a little longer, correct? If that's the case, then I think an email after the pre-auth payment would be useful so we know a bit more about what's going on.

And I've called, but the lady was unable to verify my identity because I didn't have the EE ID (I looked on the website, emails, and app. I couldn't find it), and the last four digits on my card were somehow incorrect. The lady I spoke to yesterday right after it mentioned that other people were facing the same issues, so I'm wondering if it didn't store the last four digits and therefor it's showing as incorrect. She also stated my account didn't have a password on it, but it definitely did. I've setup the security key, 2fa, password, and I've done my ID. So something is definitely wrong here.

Would you recommend I just wait to see what happens with the transaction, or should I just place the order on my mother's account (which she originally recommended as she already has one and won't have issues)?

Thanks

[Ali_A]

Thanks for getting back to me @daniel-w0 

The Password for Customer Service will be different from the password used to log into your account. 

I'd recommend popping to your local EE store with photo ID so they can reset your Customer Service security and then the Digital Sales team can check your order. 
If you've not received any order confirmation email, there will be no benefit in waiting. 

Ali 

[daniel-w0]

I believe she was saying there was no password on my EE account, that's what confused me a bit. Either way, there is and there's no issues with the account itself.

I'll pop down to the store sometime this week, but if I get the refund then I don't see the point. Unless I need to pop down to sort it out, which may be the case.

Thank you for your help Ali, you've been great 🙂

[Ali_A]

You're welcome @daniel-w0 

If the orders are not processed, the pending payments will release automatically by your bank. There is no action needed from your side 🙂

Ali