topic Re: Upgrade fee in Orders

Upgrade fee

Flowers1973 — Sat, 17 Jun 2023 21:53:00 GMT

I Upgraded one of the numbers on my account online. I have a screenshot of what I ordered which said £0 early upgrade fee and £30 upfront. When I paid the bill of £30 it actually charged me £170 with an early upgrade fee. It had said with the contract I chose there was no upgrade fee. How do I get the upgrade fee back or cancel the upgrade? Any EE staff available? I’d obviously rather have the fee back. I can send the screenshot showing what I should have been charged. Thanks.

Re: Upgrade fee

Chris_B — Sun, 18 Jun 2023 06:51:41 GMT

@Flowers1973 At 11pm customers services are closed and this is a public forum that has no access to your account. Customer services is open soon so give them a call. Have you actually been charged that ? Do you see that amount come out of your bank account?

Re: Upgrade fee

Flowers1973 — Sun, 18 Jun 2023 06:59:32 GMT

Thank you. I’ve left messages on chat so will wait for them to open. I’ve a screenshot of the last picture before paying which shows £30 upfront cost for phone annd £0 upgrade fee and then the invoice says I’ve been charged £170. Will see what they say. Want to cancel order if I have pay so hopefully they won’t make it awkward.

Re: Upgrade fee

Leanne_T — Sun, 18 Jun 2023 07:30:10 GMT

Hi @Flowers1973

Thanks for coming here and for messaging our mobile care team to get this looked into, let us know how you get on 🙂

Leanne.

Re: Upgrade fee

Flowers1973 — Sun, 18 Jun 2023 08:02:16 GMT

Thank you all sorted. The chat team cancelled the previous order and honoured the deal I had in the app with zero upgrade fee and did a new order for me. 😊

Re: Upgrade fee

Leanne_T — Sun, 18 Jun 2023 08:05:29 GMT

Thanks for letting me know @Flowers1973

Glad to hear this is sorted for you.

Leanne.