Order cancelled???

[L3ahs0ph]

Ordered a sim card earlier today and just got a message that it was cancelled, went into website to try reorder but it appears to be down ?? Please help what do I do I'm so confused 

[Leanne_T · Accepted solution]

Hi @L3ahs0ph 

I am sorry you're order has been cancelled.

I would suggest calling our sales team on 0800 956 6000, they can take a look at the order for you and see why this has been cancelled and get a new order put through for you. 

Please let me know how you get on 🙂

Leanne.

[Bobbieleigh]

Why has it been cancelled

[Leanne_T]

Hi there @Bobbieleigh 

Thanks for coming to the community. 

Have you been in touch with our sales team and been advised the order has been cancelled? 

Thanks. 

Leanne. 

[ProfessorWoland]

They routinely advertise stock them don’t have and pricing issues they don’t fix so choose to take your money and cancel your order instead. Happened to me this morning. Again. 

[Ali_A]

Hi @ProfessorWoland 

There are several reasons why an order may be cancelled. 

If you'd like to check the reason your order was cancelled please call Customer Service where a guide will be able to check for you. 

Ali 

[Mrsfalla]

My order was cancelled and I would like my upfront cost back that I paid for I do not wish to reorder I just want my money back 

[Ali_A]

Hi @Mrsfalla 

Sorry to hear your order was cancelled. 

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 order 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 will not be able to ask your bank to release it any quicker than their standard timescales, as this is set by your bank/card issuer only. 

If your bank has not released the pending payment after this time please contact our Contact Us | Help & Support | EE  who will be able to look into this for you. 

Hope this helps! 

Ali