Ordered iPhone 16 pro but no confirmation email. Upfront payment taken

[bilalraufkahara]

Hello, I was planning to switch to EE and decided to buy iPhone 16 pro with SIM plan on 24 months installments. I filled out the whole form and gave £100 upfront. The payment was successful however after that I was redirected to a blank page. I did not get any confirmation email as well. I called EE helpline and they said that the order did not process through. I don't have anything to trace my order and £100 have been deducted from my bank account. 

Can anyone please share some light on this, how should I resolve this and that whether my order was really placed in the first place or not?

Many thanks. 

[Michael_D]

Hi @bilalraufkahara 

Welcome to the community.

Is the payment showing as pending with your bank or has it completed?

If the order has not gone through, it is unlikely that we have taken the payment. As it has been attempted it would usually be marked as pending by your bank until the order is completed, but that wouldn't happen if we have not processed it fully.

If that is the case, it would usually be refunded to your balance within 7-10 days.

If it has been fully taken though, our customer service team would need to carry out a payment search.

Michael

[bilalraufkahara]

I've attached a screenshot of my banking app which shows that the payment has been taken/completed. It doesn't mention anything regarding pending payment. 

The order didn't go through as I did not get any sort of confirmation email, nor I got any order reference number. After proceeding with the application and providing the payment, the only thing I got was a blank page. I waited for 10-15 mins but it did not change. Then I went in to my orders and I couldn't see anything as well. It's been more than 24hrs and neither did I get any confirmation email nor did I get my £100 back.

Could you please look into this? 

 

[Schockwave]

@bilalraufkahara , have you checked your spam/junk folder, as it often ends up there?

You will get the refund within 7-10 working days if you order has not been accepted, but I would give EE customer service a call if you cannot find your order.

[bilalraufkahara]

Hi there, I've been checking my spam folder since yesterday and haven't gotten anything from them. I even called EE and they told me that the order has not been placed. They asked me to wait for 24hrs but it's been more than that and I'm worried now cos I haven't gotten my money back yet nor did the order went through.

[Schockwave]

@bilalraufkahara , if they have not got your order and there is nothing there, I would suggest you ring customer service again, as we have no account access here.

[Jacobcass]

Hello was this ever sorted out for you, I placed an order 2 days ago for an iPhone 16 pro max paid the 1st time done what's urs done then I done it again thinking it was an error my side and it done the same thing took my money with no email confirmation 

[Schockwave]

Hello @Jacobcass ,

Welcome to the community,

Have you checked your spam/junk folder? I found that was where my confirmation went, even though I have been with the company for nearly thirty years!

[Jacobcass]

Hello I have checked spam/junk and absolutely nothing in them they took 2 lots of upfront payments and no confirmation, I've seen alot of people having this problem 

[Ali_A]

Hi @Jacobcass 

If you've not received any emails or have an order confirmation number, the next step would be to contact Customer Service who will be able to check for the order to see if it completed successfully or not. They'll be able to manually reprocess the order if needed. 

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. 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