Payment hasn't authorized yet?

Two days ago I used my mother's credit card to order the Alienware m15x on line through Dells website. After summiting the order I immediately received the Dell order acknowledgement email containing my Internet Receipt Number. No order confirmation is sent to me that night.

The next day at 1 o'clock I received an email from Dell saying that the card issuer did not authorize the payment for this purchase and require me to ring the VISA to authorize the payment and they will try again tomorrow or if the payment has not been authorized they will notify me. Since my mum cannot speak English my sister did it for her. VISA said the payment is already authorized and theres no problem. So why did Dell sent me that email saying the card issuer,VISA, has not authorized the payment

It is now 3:30p.m and I have yet to receive any email from Dell regarding this. I want to ring them and find out but I cannot since when I call their customer service and want to check my order status it tells me to put in my Order Number which I don't have because it should be in the Order Confirmation email. I only have the Internet Receipt Number.

This the email I received:

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subject FLCC Reminder mail
mailed-by dell.com
hide details 11 Mar (1 day ago)
Dear Customer,
We are unable to process your Dell order[Ie****-****-***** ] as the payment wasn’t authorised by your card issuer for this purchase.
It is not unusual for this to happen, the most common reasons are listed below:
Card issuers may flag any unexpected activity on your account, like online orders or high value purchases, regardless of the amount of funds available; they will require your verbal authorisation.

Cards have limits on how much money can be charged or accessed in a single day. Regardless of available funds in the account, your card issuer may require you to request a higher purchase limit to complete the transaction.

Please call your card issuer today to check the details of this purchase. We will make another attempt to authorise this transaction tomorrow or the next working day. The card issuer phone number is printed on the back of your card.

There is no need to contact us, you will receive an email with your order confirmation if the payment has been authorised or an email advising we have not received authorization for payment.

Important Information: To avoid duplication of orders, do not place another order till further notification.
Thanks for choosing Dell!
Dell Online Order
Please do not reply to this automated email, it will not be delivered

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Is there anyway to contact Dell by phone regarding this issue without an Order Number?

Has anyone been in similar situation?

If I want to cancel my order how do I do so? The only contact phone number I have is for customer service...but that requires an Order Number.

I don't know if I'm just been over worried but I get a bad vibe from Dell since I ordered a Dell desktop few years ago where the desktop was delayed for a month and practically nobody informed me and I ended ringing them few times and speaking to people with a very rich accent that I find it stressful to listen to and talk to.

Thanks for the help and sorry if the post is a bit long

 

Have you checked your "My Account" page? There should be an order number displayed there that you can use to contact them.

Sorry I can't help more, but best of luck to you. =P

 

Thank you for replying.

I checked my "My account" -> "Order Status" and it just lead me to the part where I have to put in my Order Number or Internet Receipt Number.

When I put in my Internet Receipt number and my email address it just say my order cannot be tracked at this time. There are also no order number on the
"My account" page.

I just emailed Dell Online Support about "payment query" hopefully they will reply

Hope this doesn't turn into one of those Dell nightmare...