Termination fee for upgrading

[Damienr]

Been charged £156 termination fee even though haven’t terminated my contract just upgraded which said was free upgrade online , been on the phone to ee and was told nothing they can do. 

[Chris_S]

Hi @Damienr I'm concerned to hear that you've been charged a £156 termination charge when you upgraded.

DId you get any more information about why the £156 was applied when you called?

Chris S

[Damienr]

No the call handler was very unhelpful at first she said it was for our phone service which we don’t use. Went away  came back and said it was a termination fee but we only upgraded to WiFi 7 didn’t terminate anything. We were told until  they receive the old kit back they can’t help us any longer.

[Linzi_H]

Our team over the phone is able to explain your bill clearly @Damienr, so I'm concerned to hear that there's still some confusion about how this charge has been applied.

Has our team explained the next steps so you know what to do?

If they haven't, my advice would be to call us back when you have the chance, open a complaint, and escalate this to a team leader if needed.

Linzi 

[Damienr]

They really were not interested, they said ring back when they have received the kit back. And then and only then can they help us, the issue is why was a termination charge added to the bill when it was a free upgrade,

[Mustrum]

@Damienr    Can you go into a bit more detail when you say a free upgrade?

What service have you upgraded from and to?

Whilst no one on here has account access, I am sure with a bit more info there will be something that can be sorted.

[Damienr]

Upgraded from a smaller gb to larger with WiFi 7 went through the contract and basket with £0 to pay. Why would I be offered an upgrade in service if I was in contract and surly it would have said a termination charge when it gave you the breakdown of the services? As I said I spoke on chat the guy said I had to call when I called at first they didn’t have a clue what it was , then said it was termination fee. then said nothing they can do until they receive the kit back. 

[Damienr]

Just gone through the bill and it’s marked as broadband extras? I don’t have any extras so it’s not even marked down as termination fee on my bill. 

[Linzi_H]

I definitely think calling us is the right thing to do here @Damienr 
Please ask our team to clearly explain the charges, and request to open a complaint if you haven't already.

Linzi