topic Re: Upgrade fee paid but not taken in Archived Posts

Upgrade fee paid but not taken

Jezzpezz — Mon, 18 May 2020 08:01:05 GMT

Hi, ordered an early upgrade for a Samsung S20+ yesterday with a substantial early upgrade fee to pay. Paid the amount, yet it hasn't left my account and is not showing as pending. Had an email with an order number and it states usually dispatched within 1 day. Also I have 20% corporate discount applied, could this delay the order?

Thanks

Re: Upgrade fee paid but not taken

Profile closed — Mon, 18 May 2020 11:17:40 GMT

Hi @Jezzpezz

Welcome to the EE Community,

you can track your order by clicking on the link below

EE ORDER TRACKER

If the tracker doesn't display any information call freephone 0800 317 720 and a customer service advisor will be able to check the status of your order.

Thanks,

David.

Re: Upgrade fee paid but not taken

Jezzpezz — Mon, 18 May 2020 12:15:49 GMT

Thanks for the help. Managed to get through instantly on the number provided. My order had not gone through. And discovered the 20% corporate discount could not be applied to 5g contracts. Now resolved and upgrade should be here tomorrow 👍

Re: Upgrade fee paid but not taken

Profile closed — Mon, 18 May 2020 12:17:40 GMT

@Jezzpezz glad your all sorted if you need any further help in future visit us here on the community 🙂

Re: Upgrade fee paid but not taken

JadePreston — Fri, 14 Aug 2020 13:17:34 GMT

Hey, this is happening with me right now. The lines are busy and chat isn’t working. Did you get a response to this?

Re: Upgrade fee paid but not taken

Jon_K — Fri, 14 Aug 2020 15:18:12 GMT

Hi @JadePreston.

The best way to get this issue sorted is to speak with our Customer Care team.

Our lines may be busier than usual, but please be patient when calling and an advisor will be able to help you.

Jon

Re: Upgrade fee paid but not taken

Bls123 — Mon, 30 Nov 2020 14:19:33 GMT

I can’t get through on the phones - it just says there’s no one available and then cuts off. My new phone is meant to be delivered today?!

Re: Upgrade fee paid but not taken

Katie_B — Mon, 30 Nov 2020 14:26:52 GMT

Hello @Bls123.

Thanks for coming to the community.

What number are you calling?

Did you receive a notification from DPD regarding your delivery?

Katie 🙂

Re: Upgrade fee paid but not taken

Bls123 — Mon, 30 Nov 2020 14:30:50 GMT

I’m calling 0800 317720

no I’ve had nothing from DPD. I had an email confirming my order with an order number but then nothing since. I can’t find anything on my account and nothing has been taken from my bank

Re: Upgrade fee paid but not taken

Katie_B — Mon, 30 Nov 2020 14:33:55 GMT

Thanks for getting back to me @Bls123.

What phone did you order?

When did you place your order?

Once your phone has been dispatched you will receive notification from DPD regarding your delivery.

Katie 🙂

Re: Upgrade fee paid but not taken

Bls123 — Mon, 30 Nov 2020 14:35:30 GMT

iPhone 12 - chose delivery slot of 4pm - 6pm today as it’s the only time I’m home to recieve delivery.
I placed the order on Friday

Re: Upgrade fee paid but not taken

Katie_B — Mon, 30 Nov 2020 14:59:46 GMT

Hi @Bls123.

What colour and memory size did you order?

Katie 🙂

Re: Upgrade fee paid but not taken

StegCon — Wed, 17 Mar 2021 22:32:19 GMT

I’m sort of in the same boat but it never asked me for a upgrade cost then I called up and told the person that I don’t know if my tariff covers it or if something went wrong and he called the correct department and asked them and they said that it doesn’t so he asked if I wanted to cancel and I said yeah because I don’t have enough money. Is this true? I’m still positive that the contract I got meant I can upgrade at any time or something and I badly need a new phone is there any way if me checking? please help.

Re: Upgrade fee paid but not taken

James_B — Thu, 18 Mar 2021 07:53:15 GMT

Hi @StegCon,

Are you on an upgrade anytime plan?

If you are, please see How can I Upgrade Anytime? for information about the charges payable when upgrading early.

Hope this helps.

James