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??

[Christopher_G · Accepted solution]

I'm sorry to hear that, @IslandGirl. I'm not sure why the complaint was closed. If you fill in this online form explaining the situation, a dedicated team will look into what is happening with your account and re-open the complaint. They'll then take ownership of your case and contact you directly to discuss it.

I hope it's all resolved soon for you. Please keep us updated.

Chris

[IslandGirl]

So, an update.

After my previous chat with EE I decided to follow up as instructed and rang the trade in guys who gave me a code which I apparently had to ring EE & tell them and then they would add the trade in discount. Simple. 

But as with EVERY LITTLE THING so far it was NOT simple. The EE guide & her manager said this was Not A Thing, they'd never heard of this. They told me to ring the trade in people AGAIN to ask them what they wanted me to do, at which point I cracked up at the idea of having to do even more running as no-one seems to know how to do their jobs. 

The manager then agreed if I sent through the EE text stating it was received she would apply the discount herself. I sent it, and the proof of postage and delivery, just to be sure, and they told me it's been applied.

Now, I SHOULD  be pleased......but given the amount of false information I've been given during this entire debacle I won't believe it til I see it on my next bill.... 

[Leanne_T]

Hi @IslandGirl 

Thanks for coming back to us with an update.

If you log into your EE app and select Mobile Add-ons, your active add-ons will show any discounts on the account. Do you have a discount showing? Or, did the manager advise this was being added from the next bill date? 

Thanks 🙂

Leanne.

[IslandGirl]

Hi Leanne,

Nope, no discounts showing in the Add On section. I think it was to be done from the next bill as the initial bill had already been issued. Also she said I'd receive last month's discount as a credit on my next bill because of this. 

M.

[Leanne_T]

I see, thanks for checking @IslandGirl 

Please let us know how you get on once the bill is ready to view and you can see any discounts and credits that have been added to the account. 

Thanks so much 🙂

Leanne.

[IslandGirl]

So, another update : I was right to be sceptical that all had been sorted...

Despite the last conversation where all appeared to have been resolved (yet again) my NEXT bill DID come with the £14 credit - which had been applied as a one off credit for my initial (June) bill.

Same scenario, same ridiculous phone call having to RE-explain the entire situation YET again.

 This time the advisor WAS, finally, able to apply both the £14 credit for the July bill AND my trade-in discount going forward....

This entire process has been absolutely ridiculous & I've never met such a bunch of incompetent idiots in my life as I've dealt with over the last 3 months it's taken to resolve this. Never again.

M.

[Debbie_G]

Thanks for getting back in touch @IslandGirl.

I'm really sorry to hear that your trade-in discount wasn’t applied when you initially contacted our team. This isn't the experience we aim to provide.

I’m glad to hear that this has now been sorted, with both the July credit and the trade-in discount applied and in place going forward. 

Debbie