Contract Failed Charges for Upfront Cost

[Marie1996]

Good evening, 

I applied for iPhone 16 Pro Max with 50GB Airtime plan, got the confirmation email telling me my order number and confirming the delivery date etc but after some time got the email that my credit checks have failed and order is cancelled. The email says " Don't worry, you haven't been charged" but i checked my bank account i have been charged 50 pounds upfront cost. This is beyond my understanding that to first charge customers and then say "you haven't been charged"!!
(Order number WEB-0001000026562796
12/10/2024

I should not even be charged before any credit checks.

Could you please let me know why is this happening and please refund my money back since you have canceled the order

[Jason]

Hi @Marie1996. We understand how concerning this must have been to see and hear. If your credit check has failed, as confirmed in the email we've sent you, rest assured that you won't be charged. The £50 upfront cost will currently be in a 'Pending' state with your bank, as the funds needed pre-authorising against your Vodafone order. As the order was cancelled and therefore won't be collecting the funds, the £50 being held in 'Pending' will be released back into your 'Available' balance within 3-5 working days from the order date. Jason