Upgrade

[Adielufc]

I got a genuine text message telling me I could upgrade to any phone on any plan with no fees whatsoever! So I picked a phone and plan and bought a case for my new phone. 3 days later I got a text saying the message was sent in error and I had to pay £141 to pay off my old phone, well I'm sorry if you make a mistake  or not you should honor the offer! Anyway I'm leaving in may I'm going on vodafone they made me feel like I was trying to scam them! Really bad company

[Schockwave · Accepted solution]

Hello @Adielufc ,

Welcome to the community,

Have you spoken to one of the guides to find out what is going on and why you need to pay for your old phone?

Did you actually finish paying for your old phone, as you cannot actually upgrade to a new phone without finishing paying off the old phone first?

I would suggest speaking to them and if that does not come to a satisfactory solution you can make a complaint here:

https://ee.co.uk/help/contact-ee/complaint

You will need to allow about 7 days before you get a response, though.

[Adielufc]

Hi shockwave, the point i was trying to make is i got a text message of ee out of the  blue stating I could upgrade now to any phone any plan for free. So I picked a phone and plan bought a new case for the new phone then got a text 3 days later it was a mistake on their part and I cant upgrade till I pay my old phone off. I think they should honor there first text it was there mistake not mine. Im also £25 down for the new case! 

[bristolian]

Can you post up a screenshot or copy&paste of the text message in question?

[Adielufc]

[Adielufc]

There you are 

[Adielufc]

[Ritu_D]

Good morning @Adielufc 

Thank you for sending those photos through. 

I completely understand how frustrating this situation is. 

In order to get this investigated further I would recommend Contacting our guides or you can Make a Complaint. 

Thanks 

Ritu 

[bristolian]

I can see where some discrepancy may lie here. Your first post referred to an offer of "no fees whatsoever", you subsequently mention "upgrade to any phone for free". The text message refers to "no early upgrade fees" which is not the same thing.

How exactly were these charges listed?

[Adielufc]

I called 150 and they said i would have to pay my old phone off £141  but the text said no early upgrade fees so why do they want £141