Not refunded for upgrade

[dbnns]

Hi I returned an unwanted upgrade nearly two weeks ago. I was told any money taken for the upgrade and cost of return would be refunded to me. I just came off the phone to be told I will not be refunded back to my bank account but it will come off next month's bill. What a rip off I can't afford to lose £100.00 for a product I never even used

[Katie_B]

Good morning @dbnns. 

Thanks for coming to the community. 

Are you aware if a bill has already been produced whilst the credit of £100.00 has been on your account?

Speak soon, 

Katie 🙂

[dbnns]

Hi Katie, 

The bill was showing since I paid my bill last month. The phone was returned the day after postage. On that day I rang to be told the return was not yet showing on their system. I sent an email on Saturday which was replied to this morning saying the phone has been returned and the account reverted back before the upgrade. This morning I was told I would not get a refund, it would be taken from next month's bill. I don't see how £100 can be taken from a bill of & 25.00

Regards Caroline 

[dbnns]

Sorry, £25

[Katie_B]

Thanks for getting back to me @dbnns. 

I have sent you a private message for more details. 

Speak soon, 

Katie.

[dbnns]

Hi Katie 

I have not received a private message? 

[Katie_B]

Hi @dbnns. 

Could you please check again now? I have resent the message. 

Katie 🙂

[dbnns]

Thank you Katie I replied