Samsung Galexy s24 order

[BradleyMeaden]

Samsung Galexy S24 order,

I placed and order for a Samsung galexy S24 with a paid E-SIM, phone was paid for everything was good, said it was to be deliverd within 2-3 days its been 5 with no updates, 

Is this normal?

[Ritu_D]

Hi @BradleyMeaden 

Welcome to the community. 

I am sorry to hear you have not received any communication in regards to your new Samsung, I am sure you are eager to receive it.
Could you check in your spam/junk mail to see if your confirmation email is in there? 
Is the payment showing as pending with your bank? 
When a order is placed a payment request is sent to your bank, but the payment wont be taken until the order is processed. Your bank will set the payment aside "Pending" until we take it. 
If for any reason the order does not get processed the bank will release the "pending" payment back into your account.

If you have a reference number you can track-your-order.

Thanks 

Ritu 

[BradleyMeaden]

Hi @Ritu_D  

I've checked my spam/junk emails it isnt in there, and the payment isnt pending it's been taken out of my account and my tracking isnt working for some reason.

Thanks Brad

[Ali_A]

@BradleyMeaden 

Which prefix does your order number begin with - XKO , EE or SO0?   (please don't list your full order number here)

For orders XKO you can call our Digital Sales team 

Orders that begin EE it's our EE Electronics and Subscriptions on 0800 0790 062

Or for SO0, usually if you pay for the device outright, please visit EE Store | Contact us

Ali

[BradleyMeaden]

@Ali_A 

XKO

I've tried calling a few times only got few once and got told they cant help me at this time with my order, which is really fustrating as I have paid for this.

Thanks Brad 

[Ali_A]

@BradleyMeaden 

Did you purchase the phone outright or part of a contract? 

Ali 

[BradleyMeaden]

Pay monthly contract 

Thanks Brad

[Ali_A · Accepted solution]

@BradleyMeaden 

Please give our Customer Service team a call  where a guide in the Digital Sales team can check your order went through correctly using the KXO reference number you have. 

If the order didn't complete yet they can check why, such as Credit Check or details mis-match, and then complete processing 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. Your bank will show the amount as having been taken from your account, but they hold the payment in their systems. We'll only complete the payment once the order is processed. If the order does 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