Money

[Phoe3]

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I tried to buy a phone from you and got told that my identification didn’t go through and the £40 I paid up front would be back into my account within ten days and I still haven’t received this. Money back 

[Schockwave · Accepted solution]

Hello @Phoe3 ,

Welcome to the community,

We have no account access here in the public forum, you will have to ring customer service to find out what is going on, but when did you receive notification  that it did not go through? 

I would suggest waiting until after the weekend to see if it has gone back into your account.

[Ali_A]

Hi @Phoe3 

Welcome to the EE Community

Sorry to hear your application was declined. 

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. 

As your application has not been successful 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. 

Our care team will not be able to ask your bank to release it any quicker than their standard timescales, as this is set by your bank/card issuer only.  

Ali 

[Phoe3]

I have been waiting for more than ten days like almost over 20 days for it to come back into my account so would do you think I should do?

[Michael_D]

Hi @Phoe3 

It will depend on how the payment is showing with your bank.

If it is a pending payment, as @Ali_A mentioned above, we won't have actually taken it, and the bank will have 'ring-fenced' the amount as the payment was attempted. This would then be returned back to your balance automatically.

If it is a completed payment, and shows on your bank account as a successful payment to EE, please give our customer service guides a call, and they can locate the account and order details and look into this further for you.

Michael