by Flexplanp Investigator
Investigator

Payment decline, but card charged

I was four times make a payment for flex plan, and four times receive message “...your payment decline...”. After that, I was checked my bank account, and see - my card charged four times by £25. Account in EE still empty. What can I do?

8 REPLIES 8
by Grand Master
Grand Master

Re: Payment decline, but card charged

Hi @Flexplanp 

 

For payment and account issues such as these you need to speak to EE CS on 150.

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by
EE Community Support Team

Re: Payment decline, but card charged

Good Afternoon @Flexplanp.

 

Thanks for coming to the community. 

 

I am sorry to hear this has happened.

 

If your EE account is not showing any credit then I would recommend contacting your bank. 

 

If you text AL to 150 what does this report?

 

Speak shortly, 

 

Katie 🙂

by Flexplanp Investigator
Investigator

Re: Payment decline, but card charged

AL to 150 shows GB and mins remaining. But I was payed one more time from another card. Summary: three times pay, three times declined, one times return money. After change card, payment accepted. I have -75 pounds on my accounts and only 25 pounds charged EE account. I need solve this problem with bank, or EE?

by
EE Community Support Team

Re: Payment decline, but card charged

Hi @Flexplanp


Welcome to the community.

 

I recommend checking with your bank which payments were successful. 

 

Sometimes when payments fail, they show that they've come out of your bank account then the payment goes back in. For example , if a £25 payment fails, it could show -£25 then a +£25 after.

 

If the bank confirm all payments were successful, our Mobile Care team will be able to sort it out for you.

 

Keep us posted on what happens.


Chris

by Flexplanp Investigator
Investigator

Re: Payment decline, but card charged

Thank you, Chris.

 

Bank confirmed, that the money will be unlocked

by
EE Community Support Team

Re: Payment decline, but card charged

What do you mean by unlocked, @Flexplanp?

 

Have you had the money refunded into your bank account?

 

Chris

by Flexplanp Investigator
Investigator

Re: Payment decline, but card charged

Yes, bank refunded money. "Unlocked", because money were not withdraw, but locket for future payment

by
EE Community Support Team

Re: Payment decline, but card charged

That's great @Flexplanp.

 

Did our Mobile Care team manage to get your Flex Plan sorted?

 

Jon

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