No order confirmation

[Jadeleighgodson]

Afternoon, I ordered a phone today 25/06/25 on contract. The £50 upfront cost has been taken from my bank but have not received an email confirmation of the order (checked junk and all inboxes). I have no idea if the order has gone through or if I have just been charged. 

[Andyt1981]

The same just happened to me. As soon as I clicked to pay it went through then went to ee to login. Nothing sent to me but money taken off

[Andyt1981]

Already don't want to join ee. No options on phone chat for anything close to this problem and after a 20 minute wait the person didn't seem to understand the problem or be able to help. Absolutely useless. 

[Jadeleighgodson]

Did they manage to resolve the issue? Did they send your phone out or return your money? 

[Peter_W]

Good morning @Jadeleighgodson.

Welcome to the EE Community!
I definitely want to see if we can help point you in the right direction with this one; when you check the payment that's come out, does it show as pending or fully extracted?

Also don't share this in public, but when you completed checkout did you get an order reference number starting with XK?

Both of these apply to you as well, @Andyt1981.

Peter

[Jadeleighgodson]

Hi Peter, 

the transaction is still pending currently. 
After pressing confirm to pay for the item it just took me back to the Home Screen. I have received no emails or do not have any reference number. 

when I just looked on the EE app today it is now showing as the phone being back in the basket. 

Jade 

[Peter_W]

Thanks @Jadeleighgodson.

Based on what you've mentioned here, it sounds like the order may not have gone through. 

Sometimes if an order fails we won't take the payment, but your bank will already have assigned the funds, so this will show as pending on your account. 

The funds will be released back to you within 5 working days, but it can be sooner than that too. 

Just so we can be 100% sure though, I'm going to send you over a private message with a few more details on how you can get this checked out.

Peter