Taken deposit

[Lastwhiterhino]

Just ordered a new pay monthly phone ..EE have taken the 50 pounds upfront payment .. but I have had no confirmation email for my order and it's not letting me go to the confirmation page on the site ... 😡 

[Schockwave]

Hello @Lastwhiterhino , 

Welcome to the community,

The amount should show as pending on your bank, so not actually taken, this is normal.

Have you checked your spam/junk folder?

[Lastwhiterhino]

No it's has actually gone out of my bank .... Twice ! So I'm down 100 pounds with still no confirmation about my order!! 

[Northerner · Accepted solution]

Hi @Lastwhiterhino 

You'll receive an email when your order is processed. 

Two payments indicates you may have paid an upfront fee and deposit. If you want clarification then you'll need to speak to EE CS on 150.

Thanks 

[Williamfraser6]

Any chance you could get me an update for this same thing? 
I placed an order 4 days ago received email to confirm order being processed however nothing further and same as the original poster you have taken the upfront cost payment out my bank but given nothing 

William fraser

[Delmc78]

Snap and order tracking keeps saying timed out. Payment taken but no idea if my upgrade has gone through 

[Williamfraser6]

Yes same here and when I log in there’s nothing showing under orders quick to take the money but then just leave you hanging

[Schockwave]

@Williamfraser6 , the reason for taking the upfront cost, which should be pending, is to make sure that you can pay, as devices are expensive.

Have you checked your spam/junk folder?

You can ring customer service, press option 2 and you should get through to one of the guides.

If your order has not gone through, you would get a cancellation notice, also the same if they need to speak to you first, so well worth checking your spam/junk folder, if you have not already done so.