topic Re: Upgrade charge? in Archived Posts

Upgrade charge?

NettyB1 — Mon, 13 Sep 2021 05:53:57 GMT

I don't know if anyone can help, but upgraded my sons phone for him last night all seemed fine, but checked my ee app this morning and I have a charge of £50 coming from somewhere.

I paid the early upgrade fee and the £50 upfront last night so it's all paid up.

But I've got this extra charge his allowances start on the 13th (today) so can't understand where the extra £50 is coming from any help please.

Re: Upgrade charge?

Duffya — Mon, 13 Sep 2021 06:28:16 GMT

I had the same done to me I upgraded my phone paid 95.84 to upgrade and the added the same amount to the bill - I have spoken to them 12 days ago and they said it would be refunded checked this morning and it hasn’t so I will be chasing this morning sand you need to do the same - it seems you can’t upgrade without paying the fee upfront but then they add it again to the next bill!!!!

Re: Upgrade charge?

Duffya — Mon, 13 Sep 2021 06:29:20 GMT

I had the same done to me I upgraded my phone paid 95.84 to upgrade and they added the same amount to the bill - I have spoken to them 12 days ago and they said it would be refunded checked this morning and it hasn’t so I will be chasing this morning and you need to do the same - it seems you can’t upgrade without paying the fee upfront but then they add it again to the next bill!!!!

Re: Upgrade charge?

NettyB1 — Mon, 13 Sep 2021 07:26:19 GMT

Hi I've rang and spoke to them he says it will come off before they take direct debit so we will see.

Thank you for replying 🙂

Re: Upgrade charge?

Duffya — Mon, 13 Sep 2021 07:58:20 GMT

That’s what they told me 12 days ago!

Mrs A Duffy
Sent from my iPhone

Re: Upgrade charge?

Katie_B — Mon, 13 Sep 2021 08:23:32 GMT

Good Morning @Duffya and @NettyB1.

Thanks for upgrading with us!

I am sorry to hear it looks like your upgrade fee has been applied to your account.

Once your bill is produced there should be a credit for this charge if you have already made the payment.

If this credit does not appear please be sure to give us a call so our customer care team can look into this.

Katie 🙂