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.

[AidenCG2024]

Hi there,

What about if you placed an order not logged in to an EE account? I only signed up for my online account afterwards?

I had a £30 upfront payment taken using Google Pay but it said it had failed to take the payment and that I needed to type my details below but didn't show any boxes to be able to do so but the £30 still came out. I've had no email confirmation.  Any help would be appreciated 

[Ali_A]

Hi @AidenCG2024 

You can set up an online account after receiving your order. 

If you didn't receive an order confirmation message it's best to give Customer Service a call who can locate your order, or process a new one if the order didn't go through. 

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. If the order did not complete successfully we'll 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. 

Hope this helps! 

Ali 

[ChelseaD89]

and what option do we choose to actually speak to someone. Absolutely ridiculous this! Taken £30 upfront payment and don’t even know if I can have the phone or not! And don’t tell me to ring that number cos I can’t get any further than a bunch of options that are no use to me at all when I just need to speak to someone! Poor customer service on all levels!!!  

[Chris_B]

@ChelseaD89  if you have been refused the order then you will receive a notification stating this.   if you wish to speak to customer support select option two when you call.   

[becxq]

Did you get it all sorted? The same has just happened to me. Thanks 

[Katie_B]

Hi @becxq. 

Thanks for coming here. 

When did you place your order?

Katie

[becxq]

Hi it was today just before 2 o’clock. 

[Katie_B]

Thanks for getting back to me @becxq. 

Have you checked your Spam/Junk folder?

Katie

[becxq]

Yes I have checked nothing it there. I filled everything out, paid the upfront cost of £30 the whole page just refreshed and asked me to log in and nothing was there after I had just paid. So I have had no confirmation. 

Thanks. 

[Katie_B]

Has the £30 up front cost came out of your account or does it show as pending @becxq?

Katie