Refund

[Julice]

I bought an iPhone 17 pro max on October 31 but I received a message saying that there was something wrong with the order I went to the store I talked there and they canceled but until today I haven't received my money back, I called EE a week after the cancellation the woman told me to wait 2 weeks but now it's been 1 month, I called today again a guy sent me an email to send a message asking for my money and says that the email doesn't even exist, horrible costumer service !!

[Ali_A · Accepted solution]

Hi @Julice 

Sorry to hear we were unable to process your order and you opted to cancel it. 

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. 

As your application could not been completed we will not take the payment, so your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days. 

Our care team are unable to ask your bank to release it any quicker than their standard timescales, as this is set by your bank/card issuer only. 
If your bank has not released the pending payment after this time please contact your bank  who will be able to look into this for you. 

Ali