Note 20 Ultra Upgrade / Incorrect Pricing

[Adamj291]

I'm getting pretty frustrated, so I am coming to the end of my contract and have been offered a free upgrade to the note 20 ultra with a contract equels or more than my current contract, this is simple and I have decided to take up this offer.

So initially I opted for the £75 offer below, no trade in required so I assumed this was good, after placing this I was asked to call and was told it required a trade in, so being polite I accepted this and cancelled (Despite knowing it was not correct on the website)

So I decided to up the cost to the £81 deal as per my screenshot below and again no trade in required, so despite accepting I higher monthly charge I proceeded.

However despite everything seeming OK, I have had another email to contact the sales team, and I suspect its the same.

This appears to be misleading as you can see from my screenshots and I may aswell not bother and move my services elsewhere.

But I would like to give EE a chance to explain this to me and to try and sort this out if at all possible, I will be calling when office hours resume, but I also needed this in writing.

The first order number is: ************ and the second *********** (Currently Active)

Any help would be appreciated

Adam

[mod edit: please don't post personal details on the forum]

[BrendonH]

The photos have to be approved. So if you upload them here again they will eventually be approved and show on your post.

[Adamj291]

Thank you

[Leanne_T]

Morning @Adamj291

Thanks for coming to the community.

Do you have an upgrade anytime plan with us at the moment?

Thanks.

Leanne.

[Adamj291]

It's currently an essential 30 plan, but early upgrades has always been avaliable to me. 

[Leanne_T]

I see @Adamj291

Thanks for the quick reply.

I don't have account access on the community to check this for you, please give us a call and our Mobile Care team will get looked into further.

Let me know how you get on.

Leanne.

[Adamj291]

I just spoke with the sales team, apparently its a pricing issues with the note 20 ultra and I cannot get this upgrade without trading in a Samsung phone, so therefore this advertised offer targeted at me is just not possible.

When I mentioned that I will leave EE in November as a result they didn't care, which says alot about the customer services. 

If there's another number I can call to a different team that would be great

[Leanne_T]

Hi @Adamj291

I am sorry to hear this.

You can call us on 150 from an EE phone or 0800 079 8586 from any other phone.

Thanks.

Leanne.

[Adamj291]

Hi @Leanne_T 

I have just got off the phone to the upgrade team and spoke with Neal who couldnt be more helpful, the difference in service between the lady on sales and neal via the upgrades option is like night and day.

As far as I'm concerned its all resolved from my entd, but clearly there is an issue with the pricing of such a high demand hedset which you guys need to sort out ASAP

Thank You

Adam

[Leanne_T]

Hi there @Adamj291

Thanks for coming back and letting me know.

Have a lovely weekend 🙂

Leanne.