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Payment Deducted but No Confirmation Received

Ali_7861
Visitor

‎25-09-2025 04:27 AM - last edited on ‎25-09-2025 08:51 AM by

Subject: Payment Deducted but No Confirmation Received

 

Dear EE Customer Support,

 

I recently attempted to purchase a phone and SIM contract online through your website. During the process, I paid an upfront amount of £30, which has already been deducted from my account. Unfortunately, I have not received any confirmation email or order details from EE.

 

Here are my details for reference

 

 

 

I kindly request you to look into this matter urgently and provide me with confirmation of my order. If the order has not been processed, please advise me on how my payment will be refunded.

 

Thank you for your assistance, and I look forward to your prompt response.

 

Kind regards,

[Mod edit - moved to own thread and changed subject]

 

0 Helpful
1 REPLY 1
Michael_D
EE Community Support Team

‎25-09-2025 08:55 AM

Hi @Ali_7861 

Welcome to the community.

We don't have access to your account and orders here to see what is happening with the order.

If you are wanting to cancel the order and get a refund, you would need to call our customer service guides.

I can have a look at stock information to see if there is a delay on the phone you ordered. 

What model, including colour and storage size, did you order?

When was the order placed?

Have you check the junk or spam folder on your email to see if there is anything there?

Michael