new order

[mclarenteri]

i placed an order yesterday for an iphone 17 and received an order confirmation and an email with the xko code and money has been taken from my bank. however with the confirmation email the subject of the email says “please call us to discuss” it doesn’t say it anywhere else in the email only the subject, it doesn’t say why, or leaves a number and as i said the payment has already been taken from my bank. does this mean i might not actually have been approved? 

[Schockwave]

Hello @mclarenteri ,

Welcome to the community,

Unless the phone on order has been dispatched, which I very much doubt as others before you are waiting for theirs and they are sent out on a first come first serve basis.

The advance payment should be pending and will only be sent to EE once order has been dispatched, this is normal, as it is an assurance that you can pay. The xko number means that it has been approved, otherwise EE would let you know and the advance payment would be refunded within 7-10 days.

[Ali_A · Accepted solution]

Hi @mclarenteri 

As you have an email asking to call in, it means your order is on hold and waiting to be processed. 

Please give our Customer Service team a call where a guide in the Digital Sales team can check your order, and what is required to complete it for you.  
They will then be able to give you the order confirmation number, which you can then track on our Track Your Order page.

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. We'll only complete the payment once the order is processed. 
If you don't call and 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