topic Re: Monthly Cost Mix-Up? in Archived Posts

Monthly Cost Mix-Up?

VinniDragon — Thu, 01 Oct 2020 13:23:05 GMT

Basically, I got a text saying could upgrade 100 days early for no extra cost if I selected a new plan that was of equal or greater value than my current plan. I really wanted a newer phone, so I took it.

I registered for the new phone, selected my plan, etc. etc. This is the confirmation I get:

I'm like, "Great! Finally I can get that new phone I've wanted!"
But about ten minutes later, I get an email saying there's a discrepancy between my account and order form and to call the support number. Alright, no big deal, right?
I call the number and sort it all out, the advisor on the phone was incredibly pleasant and we worked it out and I ended up adding a phone case and screen protector to the order. All was well!

Then I get another confirmation email for the phone that gets actually put through for me, and now my monthly cost is up almost 15 quid more expensive! I've lost the £5 discount that initially came with the plan, and now I'm going to charged £10 for Apple Music when I would've originally gotten it as a free Smart Benefit?

What can be done about this, if anything at all? I'm not keen on paying almost £54 a month for this phone, especially when I'm currently working fewer hours and making less money given the current climate.

Should I contact support again? I absolutely dread phone calls, but I'll do it if I have to in order to get these extra charges off.

Re: Monthly Cost Mix-Up?

VinniDragon — Thu, 01 Oct 2020 13:26:31 GMT

It seems like the images didn't upload properly, so I'll repost them here via links because I can't get them to work properly otherwise.

Initial Confirmation
vs
New Confirmation

Re: Monthly Cost Mix-Up?

Schockwave — Thu, 01 Oct 2020 14:22:19 GMT

@VinniDragon Images need to be approved before they load up. As your question relates to your account an d there is no access here, you would do better to ring customer service to get this resolved.

Just taking a look at it, it appears that they have added Apple Music as a monthly cost, so if that was your free add on benefit, definitely ring customer service to get this sorted.

Re: Monthly Cost Mix-Up?

VinniDragon — Thu, 01 Oct 2020 14:20:34 GMT

I actually just finished chatting to an agent about it and everything is all sorted out now - I didn't realise I could have a live chat on the site since it heavily encourages users towards the community page

Re: Monthly Cost Mix-Up?

Schockwave — Thu, 01 Oct 2020 14:23:34 GMT

@VinniDragon , thank you for the update, glad you got it sorted.

Re: Monthly Cost Mix-Up?

Leanne_T — Thu, 01 Oct 2020 14:31:56 GMT

Hi @VinniDragon

Thanks for coming to the community and for letting us know this has been sorted for you 🙂

Come back to the community anytime.

Have a lovely evening 🙂

Leanne.