Order ERROR PAYG BUT MONEY PENDING ON ACCOUNT

[Thierryya17]

Hi I'm very upset with this service . I made A Order for the LG LEON 4G PAYG which is 39£ including the bundle I registered true the etape i decided to chose the Collect your item from my town store during the payment that made with my card something went wrong so I tried twice same thing happened after I received the first email thanks you for registering t Vodafone and none about the order just an email saying that I forgot my handset and I have to pay wich I already paid and money is pending on my account. Worried I went to my bank account and I saw that the money is pending have look at the pictures then I called Vodafone spent more than 4hours on phone , I called my bank to cancel the order but unfortunately they ask me to call Vodafone and give a number so they can cancel it. So I call Vodafone spent 3hours on phone again but they haven't resolved anything and can't see my order SO WHERE IS MY MONEY I WANT IT BACK VODAFONE OR I WANT MY PHONE CAUSE THE MONEY IS PENDING ON MY ACCOUNT.

[AnnS]

Thanks @Thierryya17

I am glad I was also to help.

If you need the solved tick removed until you have confirmation from Vodafone, please come back to the forum.

[Thierryya17]

Okay actually still struggling...

[Retired-Viki_R]

Hi @Thierryya17

What have Customer Services advised you regarding this? Have they traced your order?

Thanks,

Viki

[ResCok3 · Accepted solution]

Lol, had the same exact problem read: https://forum.vodafone.co.uk/t5/Android/Order-failed/td-p/2521947

It's the fault with vodafone, not you. 

Charge should go away after about 5 days but I would advise you not to use the website again despite what live chat agents may say until you are 100% sure vodafone won't mess up. if you can buy in store then do it, unfortunately the phone colour I wished to buy was only avaliable online 

[Thierryya17]

Hi , actually the money still pending .. more than 20 calle to customer service but nothing . Basically when a payment hasn't been taken after some days it's come back to you . So I'm waiting but if there is a another way please help me.

[Thierryya17]

Hi @Viki_R
They said it's a blank order .. so they couldn't do anything without a tracking order. But one by l guy told me after some days if it's not taken from my account then I will get my money back.. but of there is a another way please help me

[Annie_N]

Hi @Thierryya17

I've just had a look at the Ts&Cs for my bank debit card, and also their FAQs. It's not easy reading, but they say that, if the actual charge hasn't been claimed by the merchant after 7 days, then the "hold" on the funds is released, and the money is returned to your available balance.

They mention various circumstances under which there may be a temporary hold on funds, and a major one is online purchases, where the actual transaction could fail for a variety of reasons.

Interestingly, they advise against changing the card on which you have reserved a hotel room, as it can result in a large "hold" appearing on both cards, which will block off available funds on both. Something to bear in mind in planning a holiday!

So, although it feels unsettling while it is going on, it is part of how these cards behave. And it's reassuring that @ResCok3 has had the same experience, and that his money returned safely to his account. There doesn't seem to be any way of speeding it up, but everything should get back to normal for you soon.