Trade In allowance not deducted from bill.

[IslandGirl]

Hi, 

I upgraded and did the trade in thing, which HAS been received, but I just got my bill and there is no £14 deduction on it??

Also on my bill there's a £6.98 charge saying "MAIN" that I've no idea what for??

[Lesley_W]

Hi @IslandGirl 

Thanks for coming to the community.

I'm sorry you're discount doesn't seem to have been added, how long ago did you upgrade?

Did you download a PDF version of the bill as extra charges should be on there in more detail and may shed some light on what it is?

Lesley

[IslandGirl]

Thanks Lesley,

Accessing the PDF bill answered that question.

I received my upgrade phone on 21 May, my trade in phone was sent 27 May, delivered on 29May and I received confirmation it was received &processed etc on 3 June. I was expecting to see it on this bill obviously.

Thanks

[IslandGirl]

Actually Lesley, I checked that bill on the PDF & it was a delivery charge. But it doesn't state delivery for what. I had paid for delivery of the new handset by MasterCard? Was it a charge to return the trade-in handset?? Or have I been charged twice for my phone delivery ?? Not clear at all.

[Alex_H]

@IslandGirl With things like the delivery charge you will make a payment at the time of order, £6.98 for standard delivery for example, which will go as a credit on your account. Then on your next bill there will be a delivery charge for the same amount and the two will just cancel each other out. 

If you check page 3 of the PDF which should be the one with a summary of "What happened since your last bill" you should be able to see your payment of £6.98 and it should show that this bill has a £6.98 credit balance from the payment which would cover the delivery charge you see on the bill.

Alex

[IslandGirl]

All seems a bit unnecessary...

[Peter_W]

@IslandGirl Apologies if this has caused some confusion, it's just simply how our billing system is designed, but as @Alex_H mentioned the charges and credit from your payment cancel each other out. 

When it comes to the discount, this is definitely something our customer care team will be able to investigate further for you. 

If you give us a call, or send a message via the Help section of the EE App, we can get this all checked out.

Peter

[IslandGirl]

Yes, I did this last night. It took 2 hours of me explaining and re-explaining, and the suggestion was that i should to email the trade-in company with my proof of purpose, text saying it has been received etc. This is not my job. I should not have to jump through hoops to get what I signed up for. Two hours and no resolution. Just more waiting and being charged full price on this month's bill despite returning the trade in phone on time. 

I've had nothing but bother since I signed up for the new phone online. I usually do it in store and I'll definitely only be dealing with phone purchases in-store from now on. Possibly in the O2 store.

[Peter_W]

@IslandGirl Whilst I do appreciate your frustration, if this has been a case that the device wasn't received at our end for any reason, providing proof of postage will definitely be the best way to move forwards with this one. 

If you remain unhappy with the outcome of this and would like to escalate things further, you can find the details you need on our escalation process in our complaints code of practice. 
Peter

[IslandGirl]

Actually Peter, I had already received last Wednesday a text FROM EE stating that the phone has been received. It WAS received, which is why I can't see why I should now provide the evidence that I sent it?!!

I cannot be bothered to get into the whole thing and waste my time explaining, yet again, the whole scenario,which has been a shambles from start to finish. An EE Guide initiated a complaint for me yesterday, and then it mysteriously closed this morning. Suffice to say, I WILL be looking into this complaint system further. While I wait, and wait, on the trade in being processed.