New phone ordered

[Ff]

Ordered new phone of o2 website paid money upfront says pending on my bank no email sent from o2 or text about new phone and they have taken money out

[Ff]

Please can someone urgently help

[MI5 · Accepted solution]

@Ff 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Ff]

Just don’t understand I made an account and ordered it paid upfront and no email or nothing and the money has gone out it says pending

[MI5]

@Ff 

A pending transaction has not been processed by O2.

They could be doing credit checks on you, but only O2 can tell you that.

|If you are refused a contract, the money will return to your account in 4 to 5 days.