Order cancelled by EE but payment still taken

[Peterandalto]

Ordered a phone last night on the EE website and I went through all the right procedures. Paid my £30 upfront, but I received a text awhile ago saying my order was cancelled and I have also not received a refund.

What does this mean?

Why am I not able to track my order as well?

[XRaySpeX]

You should get a refund within a week.

You can't track a cancelled order. There's nowt to track.

[Peterandalto]

I didn't receive any information in the text message in regards to the refund. Just a message saying that my order was cancelled. Not even a mail in regards to this. 

[XRaySpeX]

It's auto.

[Peterandalto]

"It's auto"

Doesn't make sense 

[Michael_D · Accepted solution]

Hi @Peterandalto 

If the order has been cancelled, we won't have actually taken the payment.

It would show as a pending payment with your bank as you attempted the payment when you applied, but we only take it if the application is accepted.

It will stay as a pending payment in your bank account for a period, often around 7-10 days and would then be returned to your balance.

Michael

[Peterandalto]

I repeat

I have been charged £30 pounds 

I do know the difference between a pending pay and a transaction 

[XRaySpeX]

If it's not pending but an actual payment, you should get a refund within a week.