No confirmation email

[Jessy86]

Im so upset it's my daughter birthday next week and ashamed to say this but I'm a single mum with not a lot I spent my last 30 pound for je upfront fee for the iPhone phone she wanted it all went threw took the money out my bank account and no email nothing so now what do I do my daughter is hoping for this phone and I don't have any money to paid again up front have I been accepted for the contract or no 

Plz help this very distressed mum

[Chris_B]

@Jessy86  Check your spam folder.  

[Jessy86]

I have not there

[Northerner]

Hi @Jessy86 

You'll need to speak to EE CS on 150 if you have no tracking number.

Thanks 

[Leanne_T]

Hi @Jessy86 

Thank you for coming to the community. 

I am very sorry you have not received an email confirming the order for the iPhone and understand how upsetting this must be for you,

Did you order the phone with an airtime plan in contract for your daughter? When did you place the order? 

Speak to you soon. 

Leanne. 

[Jessy86]

They have txt me saying they have cancelled it and will be up to 10 days to
get refund so now have no money or phone for my daughters birthday thansk
ee shocking customer service worst I've ever known

[Ali_A · Accepted solution]

Sorry to hear your application was declined @Jessy86 

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 are unable to ask your bank to release it any quicker than their standard timescales, as this is set by your bank/card issuer only.  

Hope this helps. 

Ali