Refund for upfront deposit after we cancelled order

[Jordanhousley]

Ee cancelled my order due to credit check but took mu

upfront payment and this has not been refunded how long will this take to return to my credit card. I’m down £30 

[Northerner]

Hi @Jordanhousley 

The payment is reserved by your bank, not taken. Your bank will normally hold this payment for 7 days and if no request is made will be released back into your account. 

Thanks 

[KOMPO]

Interestingly, I  just received an email stating that a £50 deposit has been taken from my account just minutes after ending a phone call requesting a lowest rate monthly SIM, moving to EE from my original provider who has been excellent but is ceasing  mobile services.  The EE operator told me that the bank details were simply in order for a credit check to be completed.  Apparently I now have to wait a few days to see what happens and am 'not to worry as there's a 14 day cooling off period'.  That's half a morning wasted and another one upcoming I suspect.

Is this normal practice?

[Christopher_G]

Hi @KOMPO 

Welcome to the community.

I'm really sorry to hear of this problem with your order. Our Mobile Care team will be able to look into, and explain this. Please keep us posted on what happens.

Chris

[KOMPO]

Thanks I'm keeping my  fingers crossed and appreciate the reply here.

[Magda40]

when will you refund my £30 for a phone that was not approved and the money was taken from my credit 

[Magda40]

answer me 

[Magda40]

how long will I have to wait for an answer? 

[James_B]

Hi @Magda40,

Welcome to the EE Community. 🙂

Is the transaction showing as pending or completed in your banking app?

James