topic Re: Call back in Contracts & Billing

Call back

Matt19864 — Sun, 16 Mar 2025 20:21:44 GMT

I spoke with a cs representative over 2 weeks ago and was told I'd get a call back in 2 weeks, would I be better ringing back myself?

I had upgraded in Nov 24 and have had an issue getting a parcel to return my old device to get my discount on my line rental. They were going to listen to my original phone call from Nov 24 to check what was said in the call with regards to the discount as there is nothing on my contract about it and I was sent a document with the price plan but it wasn't the correct document and this is why they are listening to upgrade phone call

Re: Call back

Peter_W — Mon, 17 Mar 2025 09:38:25 GMT

Hi @Matt19864.

Welcome to the EE Community 😊

We do often offer the option of a trade-in discount with our contracts, so it certainly doesn't seem like something out of the ordinary here.

I can totally appreciate your disappointment if you've not received your call back as expected on this too, and if it's gone past the timescale you expected it's definitely worth chasing.

We don't have access to accounts via these forums, but you can absolutely give us another call for an update, or there's also the option to raise this as a complaint too.

Peter

Re: Call back

Matt19864 — Mon, 17 Mar 2025 11:25:22 GMT

I'll give them a ring when i finish work thanks

Re: Call back

Peter_W — Mon, 17 Mar 2025 11:47:35 GMT

Thanks @Matt19864!

Let us know how you get on 😊

Peter

Re: Call back

Matt19864 — Tue, 18 Mar 2025 18:21:25 GMT

So spoke with them and hopefully that is me sorted, discount applied and should get my returns package next week, fingers crossed lol

Re: Call back

Leanne_T — Wed, 19 Mar 2025 08:08:22 GMT

Thanks for coming back and letting us know @Matt19864

Hopefully this is with you soon 🙂

Leanne.