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Money

Phoe3
Visitor

‎12-07-2026 09:32 AM

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 

0 Helpful
2 REPLIES 2
Schockwave
EE Community Star
EE Community Star

‎12-07-2026 12:06 PM

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.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
Ali_A
EE Community Support Team

‎12-07-2026 12:24 PM

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