New order

[KenErasga]

Hi, I've placed an upgrade order for the Samsung Galaxy S26 Ultra 5G 256GB Cobalt Violet on the 1st of July. I have received an email confirmation order and order number and its been 48 hours. I got a message on my phone that there is an issue with the order but very vague and does not tell what the issue is, I clicked a link on ee.co.uk/message-us and pretty much does not have any info why there is an issue.

I then called 150, the guy tried looking into it and basically can't see the issue, we tried getting another order and it failed again, and he told me to try it through the digital AI chat, and it does not say anything wrong with it and keeps sending me to track order, which fails as it has not been dispatched.

 Money has been taken and can't seem to get a straight answer over the phone or through the digital assistant chat, can any one tell me what happen?

[Ali_A · Accepted solution]

Hi @KenErasga 

Ali Welcome to the EE Community

Sorry to hear your application couldn't be progressed yet. This is usually because of things like the details provided on the order don't match up correctly, there is an issue processing the card payment or we need more information to complete a credit check, as well as other reasons. 

You'll need to give our Customer Service team a call where a guide in the Digital Sales team can check the actual reason and go through the steps needed to complete your order. 

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 your application is not processed and completed 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. 

Hope this helps! 

Ali