iPhone 12 PRO MAX

[js20201]

My contract ends at the end of this month and I have been waiting for the iPhone 12 Pro Max, which means this is a free no charge upgrade. 

I chose a plan where it was discounted to £68.80 a month from £86.00 but this meant that I would need to pay £30 today. 

a few months later I received 3 different emails. 1st was to say that my order was being processed. 2nd was my confirmation and I also was given a link to view updates on the delivery on my phone and the 3rd email was just info that EE recommend me do before my phone arrives (back up my phone, make sure to answer the door with ID etc and a DPD link for me to be able to track my order) ...

However, in my 2nd email where it was my confirmation email, it was just a layout of the phone I had purchased and it said on it cost: £30 which is fine, as the payment actually left my account but further down it then said “total cost paid today: £80” and I’m just really confused? 

So my question is, from reading the previous posts that ref numbers xko do not actually mean it’s been ordered? So has my order been placed? 

is £80 going to be taken out to my account? And if so why? As it states underneath that this amount could be for due to the charge of an early upgrade but when I placed this upgrade it said that it was free. 

My first email receipt is completely different to my second email confirmation so I’m just slightly worried. 

I don’t want to waste my time calling up EE as I am sure they are extremely busy.. please could somebody advise me on this. 

[js20201]

a few moments later***

[Alex_S]

Hi @js20201,

Welcome to the community 🙂

What you have explained in your post does sound correct.

If you were out of contract and eligible to upgrade, there should not be a charge. The cost of the phone as listed should be what is taken as the upfront cost.

If you call our customer care team, they will be able to access your account and check the payments and what they will cover on your order.

Alex 🙂

[js20201]

what is the upfront cost for? it only stated that I needed to pay £30 which already went out of my account. 

when will this payment of £80 come out of my account? Or would you advise me to just call EE? 

[Alex_S]

Hi @js20201,

I'm unable to give you exact detail on this unless it states on the email you receive.

If you call our customer care team they will be able to see what upfront cost is due to be taken and let you know what any additional charges may be for.

Alex 🙂

[Schockwave]

@js20201 , the IPhone 12 Pro Max is now only available to pre-order, so what you have posted makes no sense, as you would only have been able to pre-order from this afternoon. Otherwise as @Alex_S  has advised, you will need to ring customer service to get this all checked out, but there is an upfront cost, unless you have a phone to trade in, but the lines are very busy at present, so you may have a wait for someone to answer, or try tomorrow morning, when it may be easier to get someone to answer the phone.