Uograde problem

[KR1984]

I recently upgraded my phone and contract 2 months early via an invitation text link. I did it online and there was no mention of a trade in at any point in the process. I rang ee after the upgrade to check I didn't have to send the phone back and I also spoke to an ee agent and got confirmation I did not have to send the phone back. My new phone arrived so I sold the old phone and then got a text mentioning a trade in. I did trade in my last phone but this time there had been no mention. I spoke to another ee agent who said they had to speak to someone else and then rang me back after 48 hours to say I did have to trade my old phone in and I was getting a discount on my monthly bill due to this. I rang ee again and spoke to another agent who looked in to everything and said there was no trade in applied to my account and no discount on my bill and she had spoken to the right people and I was free to get rid of the old phone and just to ignore any texts about it as I was not on the trade in list and they would eventually stop chasing me. I had already explained if I had been told I would have to trade in the phone I would not have gone ahead with an upgrade and would have just waited the 2 months for my previous contract to run out. I am now getting worried as although I have been ignoring the texts as instructed they are now saying I will be billed £385 in the next billing cycle if the phone is not back with them shortly. The phone will not be back with them as I no longer have it as I had sold it as I was told I was able to do. There is no discount applied to this months bill like there used to be on my last one. I am now concerned that although the agent said to ignore the messages and it would just drop off that I may end up in the situation where they add £385 to my bill and I will not be able to pay it. She said all calls are recorded and it will be trackable but this will not help if they try to take £385 extra pounds next time they take a payment. How do I make sure I does not get added to my bill?  I have been with ee for many years and this process will make me think twice about renewing my contract with them next time.

[Lesley_W]

Hi @KR1984 

Welcome to our community.

I'm sorry to hear of your experience when upgrading, I understand your frustration and worry about your next bill.

Our team are correct that if a charge is applied incorrectly, we'd absolutely investigate and remove that, but ideally we'd take steps to prevent it first. Did the team say that they were cancelling the trade in request?

Lesley
 

[KR1984]

The lady I spoke to said there was not an active trade in request so there was nothing to worry about. No one appears to have cancelled the trade in request. She did say all calls are recorded so if there was a problem they could listen to the call where I was told I definitely did not need to trade my phone in and I was free to sell it. It was at 11.46am on 06/12/24. I have spoken to someone this morning whom has said I will definitely be billed £385. They are going to speak to a manager and get back to me hopefully 

[Lesley_W]

Thanks for popping back with an update @KR1984 

I'm pleased that someone is looking into this, let me know what they say when they get back to you.

Lesley