Phone purchase failure, transaction pending

[Eden2002]

Hello,

I just tried to order a new sim-free iphone off the EE store, when I clicked pay and approved it via my banking app, it loaded and then said that something went wrong and to try again/different payment method. The transaction is currently pending in my banking app, but I have no confirmation of purchase and its still in my basket so I'm hoping it bounces back?? Currently on hold to 150 to ask them.

Next time I'm just going to go in store.

[Northerner]

Hi @Eden2002 

You are best off holding and speaking to EE CS about this issue.

Thanks 

[MazG]

I’ve had the same happen to me 2 days ago, the purchase went through as did the Apple pay transaction then it crashed out.  No order confirmation and EE can’t find anything but I have a pending charge on my bank account.  My bank can’t do anything with it as it’s pending and EE have said they can’t help as they can’t find it on the system.  I spent over an hour on the phone with EE yesterday for them to say “we don’t know what to do, ring your bank”!

[Alex_H · Accepted solution]

Hi @MazG,

Welcome to the EE Community

If one of our guides has been unable to locate any details for your order it does sound like it has not went through unfortunately.

 When you tried placing the order a pending charge would have been placed against your card, but if the order has not been completed then no money will be taken and the pending charge will disappear without going out, though how long this takes can differ between banks.

Alex

[Xdogxoxo]

Hi, I ordered and I phone 16 pro max from Apple Pay online, and it’s been taken out of my bank account but said theirs been an error and I have no confirmation email or anything, the money isn’t in my bank account yet I’m just so confused 

[Ali_A]

Hi @Xdogxoxo 

Please give our Customer Service team a call where a guide 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 didn't complete correctly they can re-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 did not complete 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