Ordered a Phone Contract, upfront payment got taken, no email confirmation.

[Randomer2023]

Hiya, 

I recently ordered an Iphone 15 Contract on the EE website, its taken the money out of my bank account but i have had no confirmation email at all. It just refreshed the page when the payment was approved.

[emziii93]

I've placed an order this morning and it's taken a £20 upfront cost and then after payment the screen went blank and I've not received anything whatsoever in regards to any confirmation emails yet the money has been taken and pending in my account 

[Katie_B]

Hi @emziii93. 

Thanks for ordering with us. 

Have you been able to check your Junk/Spam folder?

Are you new to EE?

Katie

[emziii93]

Yes it was a new order placed.

I have checked my junk folder but nothing seems to be there 

[Katie_B · Accepted solution]

Thanks for confirming @emziii93. 

This could be delayed. If you don't receive any confirmation by lunch time today I'd recommend giving us a call on 0800 956 6000. 

Katie

[Toniconnolly]

Hi Katie iv just done the same ordered the new phone it’s taken money out of my bank but I have no email or text message I didn’t put my email address in as it didn’t ask 

[Michael_D]

Hi @Toniconnolly.

Welcome to the community.

If you were logged into your EE account, any emails would usually be sent to the email address that is linked to the login. 

Have you had a look in the junk/spam folders in case it has dropped in there?

When was it you placed the order?

Michael

[Mrswarrington]

Same thing happened to me : paid my £30 upfront, was debited from my account,  and the screen went blank, no confirmation email either. EE has my email - what do I do now? 

[Ali_A]

Hi @Mrswarrington 

Your order may not have completed successfully if you didn't reach the order confirmation screen with your reference number. 

Please call us, where a guide from the Digital Sales team will be able to check, and if needed reprocess, the order for you. 

Contact Us | Help & Support - EE

Ali

[Bonnie2024]

Samara happened to me iv had a Thea upfront cost taken but screen went blank doesn’t even show anything , this seems to happen far to often maybe this needs to be fixed , no email or refrence number either.

im hoping i get a email, if its not successful then why are they taking upfront costs as other networks dont do that.

maybe this needs to be looked into 

[Ali_A]

Hi @Bonnie2024 

The payment Isn't actually taken until the order is fully processed. 

Any upfront payment made at the time of your order is only a pre-authorisation, which is held as "pending" with your bank waiting for us to take it.

If any order doesn't complete successfully for any reason, we don't take the payment and your bank/card issuer will automatically release it back to your account.

Hope this helps

Ali