Mis sold my contract

[Matt19864]

Upgraded my phone in Nov 24, was to send my old handset back and I would get a discount on my line rental. Fast forward 4 months and I had only received my returns parcel to send my old handset set back which I have done, now over the 4 months I had rung customer services a few times to sort the issue each time to be told that it was sorted and I would get my parcel and the discount is applied. Now my handset has been return, I have received no discount on my bills since Nov, spoke to customer services today to be told that I am not entitled to any discount as my contract was took out after the end of August (29th). I feel like this contract was mis sold to me, I have sent a complaints thing online and I am waiting on the call back which can take 7 days. 

[Peter_W]

Hi @Matt19864 .

Thanks for reaching out to us here on The Community!

Have you got any proof mentioning the trade-in discount from when you placed your order, such as a confirmation email?

You've definitely done the right thing in raising this as a complaint, but it'll definitely help our team out if you're able to provide something in writing alongside the query.

They'll be sure to investigate everything showing at our end too.

Peter

[Matt19864]

I've had the complaints team ring me already they are going to speak to like wise make sure the phone has been received and see why they didn't activate the discount and then get my discount sorted hopefully this week, they are calling me back on Wednesday 

[Linzi_H]

Hi @Matt19864 

Thanks for keeping us updated on your progress. It sounds like our complaints team has this all in hand.

Linzi