topic Re: Trade In allowance not deducted from bill. in Contracts & Billing

Trade In allowance not deducted from bill.

IslandGirl — Mon, 09 Jun 2025 12:53:55 GMT

Hi,

I upgraded and did the trade in thing, which HAS been received, but I just got my bill and there is no £14 deduction on it??

Also on my bill there's a £6.98 charge saying "MAIN" that I've no idea what for??

Re: Trade In allowance not deducted from bill.

Lesley_W — Mon, 09 Jun 2025 15:12:34 GMT

Hi @IslandGirl

Thanks for coming to the community.

I'm sorry you're discount doesn't seem to have been added, how long ago did you upgrade?

Did you download a PDF version of the bill as extra charges should be on there in more detail and may shed some light on what it is?

Lesley

Re: Trade In allowance not deducted from bill.

IslandGirl — Mon, 09 Jun 2025 16:39:09 GMT

Thanks Lesley,

Accessing the PDF bill answered that question.

I received my upgrade phone on 21 May, my trade in phone was sent 27 May, delivered on 29May and I received confirmation it was received &processed etc on 3 June. I was expecting to see it on this bill obviously.

Thanks

Re: Trade In allowance not deducted from bill.

IslandGirl — Mon, 09 Jun 2025 16:58:37 GMT

Actually Lesley, I checked that bill on the PDF & it was a delivery charge. But it doesn't state delivery for what. I had paid for delivery of the new handset by MasterCard? Was it a charge to return the trade-in handset?? Or have I been charged twice for my phone delivery ?? Not clear at all.

Re: Trade In allowance not deducted from bill.

Alex_H — Mon, 09 Jun 2025 17:40:53 GMT

@IslandGirl With things like the delivery charge you will make a payment at the time of order, £6.98 for standard delivery for example, which will go as a credit on your account. Then on your next bill there will be a delivery charge for the same amount and the two will just cancel each other out.

If you check page 3 of the PDF which should be the one with a summary of "What happened since your last bill" you should be able to see your payment of £6.98 and it should show that this bill has a £6.98 credit balance from the payment which would cover the delivery charge you see on the bill.

Alex

Re: Trade In allowance not deducted from bill.

IslandGirl — Mon, 09 Jun 2025 19:10:59 GMT

All seems a bit unnecessary...

Re: Trade In allowance not deducted from bill.

Peter_W — Tue, 10 Jun 2025 07:46:52 GMT

@IslandGirl Apologies if this has caused some confusion, it's just simply how our billing system is designed, but as @Alex_H mentioned the charges and credit from your payment cancel each other out.

When it comes to the discount, this is definitely something our customer care team will be able to investigate further for you.

If you give us a call, or send a message via the Help section of the EE App, we can get this all checked out.

Peter

Re: Trade In allowance not deducted from bill.

IslandGirl — Tue, 10 Jun 2025 13:34:58 GMT

Yes, I did this last night. It took 2 hours of me explaining and re-explaining, and the suggestion was that i should to email the trade-in company with my proof of purpose, text saying it has been received etc. This is not my job. I should not have to jump through hoops to get what I signed up for. Two hours and no resolution. Just more waiting and being charged full price on this month's bill despite returning the trade in phone on time.

I've had nothing but bother since I signed up for the new phone online. I usually do it in store and I'll definitely only be dealing with phone purchases in-store from now on. Possibly in the O2 store.

Re: Trade In allowance not deducted from bill.

Peter_W — Tue, 10 Jun 2025 15:32:03 GMT

@IslandGirl Whilst I do appreciate your frustration, if this has been a case that the device wasn't received at our end for any reason, providing proof of postage will definitely be the best way to move forwards with this one.

If you remain unhappy with the outcome of this and would like to escalate things further, you can find the details you need on our escalation process in our complaints code of practice.
Peter

Re: Trade In allowance not deducted from bill.

IslandGirl — Tue, 10 Jun 2025 15:45:18 GMT

Actually Peter, I had already received last Wednesday a text FROM EE stating that the phone has been received. It WAS received, which is why I can't see why I should now provide the evidence that I sent it?!!

I cannot be bothered to get into the whole thing and waste my time explaining, yet again, the whole scenario,which has been a shambles from start to finish. An EE Guide initiated a complaint for me yesterday, and then it mysteriously closed this morning. Suffice to say, I WILL be looking into this complaint system further. While I wait, and wait, on the trade in being processed.

Re: Trade In allowance not deducted from bill.

Christopher_G — Tue, 10 Jun 2025 17:40:30 GMT

I'm sorry to hear that, @IslandGirl. I'm not sure why the complaint was closed. If you fill in this online form explaining the situation, a dedicated team will look into what is happening with your account and re-open the complaint. They'll then take ownership of your case and contact you directly to discuss it.

I hope it's all resolved soon for you. Please keep us updated.

Chris

Re: Trade In allowance not deducted from bill.

IslandGirl — Thu, 26 Jun 2025 07:17:58 GMT

So, an update.

After my previous chat with EE I decided to follow up as instructed and rang the trade in guys who gave me a code which I apparently had to ring EE & tell them and then they would add the trade in discount. Simple.

But as with EVERY LITTLE THING so far it was NOT simple. The EE guide & her manager said this was Not A Thing, they'd never heard of this. They told me to ring the trade in people AGAIN to ask them what they wanted me to do, at which point I cracked up at the idea of having to do even more running as no-one seems to know how to do their jobs.

The manager then agreed if I sent through the EE text stating it was received she would apply the discount herself. I sent it, and the proof of postage and delivery, just to be sure, and they told me it's been applied.

Now, I SHOULD be pleased......but given the amount of false information I've been given during this entire debacle I won't believe it til I see it on my next bill....

Re: Trade In allowance not deducted from bill.

Leanne_T — Thu, 26 Jun 2025 07:32:22 GMT

Hi @IslandGirl

Thanks for coming back to us with an update.

If you log into your EE app and select Mobile Add-ons, your active add-ons will show any discounts on the account. Do you have a discount showing? Or, did the manager advise this was being added from the next bill date?

Thanks 🙂

Leanne.

Re: Trade In allowance not deducted from bill.

IslandGirl — Thu, 26 Jun 2025 08:42:55 GMT

Hi Leanne,

Nope, no discounts showing in the Add On section. I think it was to be done from the next bill as the initial bill had already been issued. Also she said I'd receive last month's discount as a credit on my next bill because of this.

Re: Trade In allowance not deducted from bill.

Leanne_T — Thu, 26 Jun 2025 08:46:42 GMT

I see, thanks for checking @IslandGirl

Please let us know how you get on once the bill is ready to view and you can see any discounts and credits that have been added to the account.

Thanks so much 🙂

Leanne.

Re: Trade In allowance not deducted from bill.

IslandGirl — Mon, 18 Aug 2025 04:54:36 GMT

So, another update : I was right to be sceptical that all had been sorted...

Despite the last conversation where all appeared to have been resolved (yet again) my NEXT bill DID come with the £14 credit - which had been applied as a one off credit for my initial (June) bill.

Same scenario, same ridiculous phone call having to RE-explain the entire situation YET again.

This time the advisor WAS, finally, able to apply both the £14 credit for the July bill AND my trade-in discount going forward....

This entire process has been absolutely ridiculous & I've never met such a bunch of incompetent idiots in my life as I've dealt with over the last 3 months it's taken to resolve this. Never again.

Re: Trade In allowance not deducted from bill.

Debbie_G — Mon, 18 Aug 2025 08:45:26 GMT

Thanks for getting back in touch @IslandGirl.

I'm really sorry to hear that your trade-in discount wasn’t applied when you initially contacted our team. This isn't the experience we aim to provide.

I’m glad to hear that this has now been sorted, with both the July credit and the trade-in discount applied and in place going forward.

Debbie