Order cancelled by EE but payment still taken

[Charlie284]

Hello,

I have tried to preorder the iPhone 16 pro max on a pay monthly contract, I went through the process to the point where it requires the initial £30 up front payment which I paid and then the site just went blank on me. 

I rang EE straight away as the money came out of my account but I had nothing to confirm there was an order. I was told to wait half an hour and then try again and that my money would also be back to me straight away.

The money didn’t come back but I still tried again just for the issue to repeat itself. I have since received two texts saying order cancelled but EE have still taken both of my £30 payments.

how do I get this money back? 

[Katie_B]

Hello @Charlie284. 

Welcome to the community. 

Do the payments still show as pending with your bank?

If yes, your bank will release these funds back to you. 

Katie

[Charlie284]

Hi they aren’t showing as pending they just show as complete transactions.

[Katie_B]

Thanks for confirming @Charlie284. 

I would recommend giving us another call. 

If you order has been cancelled then a refund should automatically be processed, however, I would recommend getting this checked. 

Katie 🙂