Can't have friends and family discount and trade in anymore?

[eeChimp]

I've made an order for a phone, to upgrade from the S20 Ultra to the S22 Ultra. It all went through, with the friends and family discount, as it has always done with a trade in for every phone I've had, and I've received and email with the information on the upfront cost and what I'll be paying monthly, which is £42.

I've waited three days, and I contacted the messaging service, just in case there was a stock issue, etc. and the individual on the other end typed: 

'The order hasnt been done you cant have friends and family and get the money off for the trade in as well you can have 2 discounts only 1

SAMSUNG GALAXY S22 ULTRA 128
100gb smart plan with unlimited calls and texts for £51.80 and keep your old phone'

What? The order went through, though, and now they just decided that it can't happen afterwards? This is the first time I've been refused a trade in with the discount? And EE hasn't contacted me about any of this, btw. I could have been sitting here for days waiting for an update on the delivery, and what if there was an upfront cost on the phone and I paid something on the day? 

I've been refused the last trade in offer, with my watch, because there was an issue with their portal, and then the offer expired by one day when they fixed it, and said their site is still displaying flase trade in offers that don't exist anymore, and now I can't trade in this phone because of this new rule that I've never heard of?

Is this correct? I haven't been able to actually use trade in at all. EE are being a real headache this time around. Upgrades have always gone swimmingly in the past

[Chris_B]

@eeChimp  If that trade in actually reduces the bill per month you can’t have a friends and family discount on it as you can only have one discount.  You can trade in but you can not have the offer of the bill being reduced by £14 per month as that’s a discount.   You have to have the full cost of the tariff and then you can have the F&F discount on it.   You can trade in still but you’ll receive credit on your account to go towards future bills or you can have the money for the trade in transferred to your bank account.