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[Nicstaffa97]

Been with EE for almost 10 years, and upgraded my phone in the past 2 weeks, I was promised several times on the phone that'd I'd have the 3 smart benefits/add-ons included in my plan(roaming, xbox pass, BT sports).

Once I received the phone and set it up, I logged on and found that I only had 1, roaming. I called up and was promised again that I'd have the 3 above included, I was also told I'd receive a phone call that day to confirm.

A day later, no call, so I called back and checked on the status, they then said I couldn't have what I was agreed, I also digitally signed a contract for it.

The call was obviously recorded on EE's end but I've ended up with something that I didn't sign for or agreed to have.

Nicolas Staffa

[Christopher_G]

Hi @Nicstaffa97

Welcome to the community.

Have you got a screenshot or link to the plan that you chose?
Chris

[Nicstaffa97]

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I do, but I was read the plan out over the phone and was reassured I'd get the 3 benefits I asked for, several times I should add. I wouldn't have gone along with that plan if they weren't included. 

[Schockwave]

@Nicstaffa97 , what was the price plan? This may help, as it seems strange that they now say the opposite. The plan you chose, should say three smart benefits.

[James_B]

Hi @Nicstaffa97,

I've sent you a private message. Please check your inbox and get back to me when you have a moment.

Thanks

James

[Nicstaffa97]

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When I originally called it was the all rounder plan, which at the time the women in the phone said it included those 3 options I wanted. 

Then over the weekend someone changed it to the full works which does include 3 but not the 3 I wanted. 

[Schockwave]

@Nicstaffa97 , you can choose the smart benefits once your plan is up and running, and can also change them once a month, that is the smart benefit will remain the same for the month, but if you choose to change it, then you can for the following month, that is so with all 3.

[Nicstaffa97]

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Yeah I get that, but the Xbox pass isn't included in the benefits, it's an add-on you have to pay for, which was agreed when I ordered the phone would have been included in the smart benefits 

[Nicstaffa97 · Accepted solution]

This has now been fixed and I've got what was originally agreed. 

Massive help from a gent called David. Didn't get his last name, but it's greatly appreciated. 

[James_B]

I'm happy to hear David was able to help @Nicstaffa97

Thanks for the update. 🙂

James