Terrible communication for upgrade

[Angelogaba]

Hello,

I took a phone contract on 12/09/23. I want to upgrade for a new device but I have to pay an early upgrade fee which is totally acceptable! Here’s the plot twist. On my EEapp and on my EE account accessed from laptops desktops and tablets there are no information at all regarding my upgrade timeframe etc.

when I text UP to 150 it says that I can upgrade early and I can reduce the cost of the fee by trading in my current phone. Although the message states that when I ring 150 to upgrade there is no such an option and they say that is f I trade my phone I will get monthly discounts. But I want to use my trade in as to lower the cost of the fee. When I try to access anything upgrade related  it says that you’re logged out but you can still upgrade which is a lie because I cannot do anything.

Clearly I fell as of EE thinks I’m a fraud and they don’t want me to stay with them. Once I have the money I’m terminating my account ASAP!!!!!!

[Christopher_G]

Hi @Angelogaba 

Have you spoken with one of our guides in the Customer Care team? Also, if you're near an EE Store, they will be able to check over your account and help you upgrade early.

Chris

[Angelogaba]

Hello Chris,

I’ve spoken with the customer service and I went to a store as well. It seems that there is no such option to upgrade early and reducing the fee by trading in. They say it is when I start the conversation but when they are about to do it there is no option. They both asked me to pay the full amount and if I want I can trade in for a monthly discount which I don’t want to do. I don’t know why the automated message says something else and in the store and over the phone they say something else. Also the fact that all the upgrade options on my account are missing and I don’t have access to these details is a bit strange. Other members of my family which are on EE they can access these informations but I cannot. Maybe I’m not eligible for an early upgrade and the automated message is just a generic message.

ive tried calling, chatting and visiting stores and nothing happened. They even said that they will raise a ticket. They did but nothing happened.

[Christopher_G]

If they raised a ticket, it could still be being looked into by the support team, @Angelogaba. Hopefully they can fix that issue with your information not showing fully.

Chris

[Angelogaba]

I don’t think they will Chris unless the processing time is more than 6 months. Ive been trying to resolve this issue for 6 months now and it’s not fixed yet!