Hi I’ve just placed an order and got charged £30 but no update on the order

[Sophghj12]

This has also happened to me ordered last night had a message today to say cancelled tried again tonight and its done the same thing, site seems to be glitching when placing an order, now im waiting on £60 refund 

[Michael_D]

Hi @Sophghj12 

Welcome to the community.

If the orders have been cancelled, we won't have actually taken the payments. 

They will be pending with your bank as you have attempted to order, but it would only be taken by EE if the order was completed successfully. It will usually come out of pending and return to your balance in around 7-10 days but that will depend on your bank.

Was there anything to say why the orders were cancelled?

What was it you were trying to order?

Michael

[Sophghj12]

 once id checked out the page just goes blank like its timed out and not loading 

[Michael_D]

You'd mentioned that you had a message to say the order was cancelled, was that by text or an email? @Sophghj12 

Michael

[Sophghj12]

It was a text message 

[Michael_D · Accepted solution]

If it has happened twice, I'd recommend speaking to our customer service guides, so they can look to see why the order has been cancelled @Sophghj12.

They won't be able to do anything about the payments, as we won't have taken them and it will still be with the bank, but they can see if it can be processed for you.

Michael