My money is gone!

[Anonymous]

I was ordering the moto e phone today, my ipad lost the connection to wifi and my browser stopped working, i then refreshed my browser and I had an error message saying "an error has occurred, return home" so I did, I was about to retry purchasing the phone but decided to check my bank, and the money had been taken out! I have refreshed my email for the last hour and I have not received a confirmation email, so I'm assuming the order isn't coming, but my money has gone already, what is the best way to get my money back, or get my phone that's already been payed for?

[Cleoriff · Accepted solution]

Hi @Anonymous 

This is a customer to customer forum so we would have no access to your account details.

You really need to ring O2 Customer services on the numbers given at the bottom of this page.

They will be able to tell you if your order has been processed

Hope that helps.

[jonsie]

Your best option is to call customer service to check the status of your order. I would advise against using webchat, I'm not altogether sure they have access to all the systems that normal customer service have.

[viridis]

I would wait until the morning and if no confirmation comes through, contact the customer services by telephone.
They should have a record of the transaction and will verify the order using your name and postcode.
Sometimes order confirmations don't come through straight away but the payment going through is the very final step in the order process. As this happened, you'll probably find an email comes through soon enough.

[viridis]

As jonsie says, don't be tempted to use live chat about this.
It could easily get misunderstood and Re-processed and a duplicate order made with duplicate payment and duplicate headache.

[Anonymous]

@Anonymous  If you have not already done so you might also consider speaking to your Bank.  My experience when making online purchases is that money is NOT taken from my account immediately but is reported by the Bank as a "pending transaction".  So the position may not be as bleak as you think. But as advised by others do get in touch with O2 CS as soon as practicable.

Good luck.

Gerry

[viridis]

How did you get on with this @Anonymous