Loyalty discount and trade in

[erunning]

I was able to order an iphone 14, 256gb, with 25gb of data, for £47.20 which I assume is my loyalty discount for my upgrade. At the top the banner says "Our lowest ever price - and save up to a further £288 if you trade in an eligible iPhone". I was able to add my iphone 11 as a trade in and it knocked the price down to £37.60. 
I got a text the next day advising I needed to ring up to progress my order and was told I over the phone I have to choose between the discounts. Is this correct? I can't apply the default discount and trade in? 

[Chris_B]

@erunning  You can only have 1 discount per tariff.  If a phone is discounted with a trade in to bring the price down that’s a discount so no other discount can be applied. 

[erunning]

I’ve been trying to find that in the t&c’s -I couldn’t see anything about trade in plus discounts? 
It seems bizarre that the website let me process the order. They took my upfront fee and sent me a confirmation email too. Not to mention the phrasing ‘and save up to a further £288’ -feels misleading to me. 

[Chris_B]

@erunning    EE don’t have to accept your order, you can be refunded.  The online process is automated and it’s not perfect so things like this do happen and it doesn’t mean EE has to accept your request for the order.  Nothing yet is official ie no contract has been agreed upon.   

[erunning]

I understand the system isn't perfect but I would expect the language on the website to be clear. I'm confused why an automatic discount would be applied as well as advertising the trade in option all over the page. Not to mention the loyalty discount being unclear why that was there, so as a customer, it just looks like a standard January sale.