topic Re: Advisors failed to help in Contracts & Billing

Advisors failed to help

NikkiFreeman71 — Sun, 26 Nov 2023 08:56:17 GMT

Called today and had an advisor say I wouldn’t need to pay an upgrade fee asked multiple times if it was correct, said I’d call back once I decided which phone called back 15 minutes later and the new advisor says I have to pay £202 . The team leader wouldn’t waver any charges for the wrong info being told…..Has anyone else had this issue ?
Loyal customer before it came EE was with orange and they clearly don’t look after the customers ….they get on average £2400 a year from me and they can’t waver a charge for there miscommunication

Re: Advisors failed to help

Katie_B — Sun, 26 Nov 2023 11:00:47 GMT

Hi @NikkiFreeman71.

Welcome to the EE Community.

I am sorry to hear upgrading for free is not the case.

Was your original phone call include trading in your old device?

Katie

Re: Advisors failed to help

NikkiFreeman71 — Sun, 26 Nov 2023 13:18:41 GMT

No, and I kept repeating to check there was no conditions, feel free to listen to the phone call as it was stated it was recorded

Sent from my iPhone

Re: Advisors failed to help

Katie_B — Sun, 26 Nov 2023 13:27:53 GMT

Hi @NikkiFreeman71.

I have sent you a private message for more details.

Katie