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Trade in refund

KayleyS8
Explorer

‎15-01-2021 07:57 AM

Hi, I pre ordered the new galaxy S21 yesterday and agreed to trade in my S10 for the £350 off my device price (I've had to pay £350 upfront - which I'm guessing I'll be refunded once I send in the phone??). However on my confirmation email it says "you're saving £150 as you're trading in a iPhone 7/7 or Samsung s9"... do i just assume this is a computer error or do I need to ring and speak to someone.

Could someone also confirm i am right in thinking I'll be refunded the £350 once they receive the phone?

Thanks for your time

0 Helpful
2 REPLIES 2
Christopher_G
EE Community Support Team

‎15-01-2021 10:02 AM

Hi @KayleyS8

Welcome to the community. 🙂

If you chose the option to trade in a Galaxy S10, you shouldn't have had to pay £350 up front (unless it was an early upgrade fee).

It may be worth calling our Mobile Care team to double check your order has gone through correctly.

Chris
0 Helpful
KayleyS8
Explorer
In response to Christopher_G

‎15-01-2021 04:52 PM

Thanks Chris, the order hadn't gone through correctly so had to do it over the phone - thanks for your advice

They don't believe payment has actually been taken despite being asked to enter my card details so will be keeping a close eye on my banking app over the coming days!

Thanks again 

0 Helpful