topic Upgrade in Contracts & Billing

Upgrade

LeeM101 — Fri, 22 Sep 2023 10:49:39 GMT

Was wondering if anyone has the same problem?

I done my anytime upgrade on Friday the 15/09/23 and it took my £100 but when trying to check my bills and account it showed it never went through contacted the team 3times from then got through once and they said systems were down it’s not showing and if that’s the case I would receive my money back and to try again had 0 contact 0 money back and still showing that it is pending in my online banking just wondering if anyone was the same ?

Re: Upgrade

Katie_B — Fri, 22 Sep 2023 12:54:28 GMT

Hi @LeeM101.

I am sorry to hear this is happening.

When was the last time you spoke with our customer care team?

Katie

Re: Upgrade

LeeM101 — Fri, 22 Sep 2023 13:14:38 GMT

Hi Katie,

First of all thanks for getting back to me appreciate it, I gave them a
call Tuesday and got through they asked for me to call again Wednesday got
no response waited for 55mins then again yesterday for a hour still nothing
they said on Tuesday this would be resolved by now,

Thanks
Lee

Re: Upgrade

Katie_B — Fri, 22 Sep 2023 13:20:33 GMT

Hi @LeeM101.

By waiting do you mean waiting to be connected to our customer care team?

The customer care team on 150 are the best team to look into this further as they have account access.

I know this must be becoming frustrating but please try give them another call. As soon as there is an agent available your call will be answered.

Katie

Re: Upgrade

LeeM101 — Sat, 23 Sep 2023 14:00:36 GMT

Hi Katie,

Was wondering if things were any further forward still haven’t received
anything from them,

Lee

Re: Upgrade

Christopher_G — Sat, 23 Sep 2023 14:16:53 GMT

Hi @LeeM101

Sorry to hear that you haven't heard anything yet. You will need to speak to the Mobile Care team to check your order. We don't have access to your account here in the community.

Chris