Order placed money taken and no confirmation?

[Lo171]

Hi,

I ordered a contract phone yesterday and paid the upfront £30 cost it’s left my account and I’ve not recieved any confirmation at all from it? Has anyone else has this issue lately as I’m not sure what to do and a bit worried. 

[Schockwave]

Hello @Lo171 ,

Welcome to the community,

Have you checked your spam/junk folder? It sometimes goes in there, otherwise if you are at all concerned, you can ring customer service to make sure it has been accepted.

The upfront cost should be pending until dispatch of phone.

[Lo171]

Yes I’ve checked the spam/junk folder and nothing has come of it yet the £30 upfront cost came out of my account as soon as I confirmed the order but I got no confirmation at all or anything the only email I got was a contract summar/pre contract no order confirmation or that my order had been accepted.

[Ali_A]

Hi @Lo171 

As you've not received a follow-up confirmation email, please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly. They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order wasn't completed, they can manually process the order for you.

Just so you know, 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. We'll only complete the payment once the order is processed. 
If the order does not get completed we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days. 

Ali 

[Lo171]

Thank You for the response I’ll give them a call.

🙂