Anytime upgrade is broken

[Harrycgashton]

I am really disappointed with my latest anytime upgrade. The first time I used anytime upgrade it was perfect, this time it couldnt be more different.

I have upgraded received my phone, received a text saying my old phone was received, received a text saying enjoy your new plan. On the other hand I have received countless final reminders texts and a text saying phone not received a charge will be added.

I have called ee multiple times saying I have received confirmation and have proof of delivery through tracking. 

Each time I am told you can either ring the 3rd party yourself to check if the phone has been received or ee can call you back the next day and sort it out. Ee d

[Harrycgashton]

Ee don't ring back. I paid 100 for my anytime upgrade as it was within a year. Now they have registered that as credit on my account and taken my latest bill from it. My new phone is showing on my app . I have no clue what's going on and seemingly neither do ee. I will wait for another call back, if I get one. 

I've been a Customer for well over 10 years always on the largest plan and pay ee a lot of money for that service. Yet they can't even sort out their problem and want me to sort it out myself or wait to see what happens. 

I've seen loads of similar post about this same issue. What is going on

[Katie_B]

Good morning @Harrycgashton. 

Welcome to the EE Community. 

I am sorry to hear you are receiving these messages. 

When did you receive confirmation of your phone being received?

Katie

[Harrycgashton]

1. Hi, Wednesday the 22nd of May. Proof of delivery shows it was delivered the 18th of May. Then Sunday 26th get a text saying not received will be charged. 

[Katie_B]

Thanks for getting back to me @Harrycgashton. 

Did the last agent advise you will receive a call back regarding this?

Katie

[Harrycgashton]

Yes the person I spoke to yesterday said they would call back today at 3. But the person I spoke to before that said the same thing and never called back. So I'm not confident that I will actually receive a call back 

[Katie_B]

Please let me know if you receive a call at 3pm @Harrycgashton. 

Katie 🙂

[Harrycgashton]

No call.  Not surprised tbh

[Katie_B]

I'm sorry to hear this @Harrycgashton. 

I have sent you a private message for more details. 

Katie

[Harrycgashton]

Hello Katie, 

I eventually got a call back. Which I am about to post about. Like I had been previously told I was again told it would be down to me to ring the 3rd party or wait and see. There was not even an attempt to clear up why my trade in fee was down as credit and not the fee it was meant to be. 

You can call if you think you can help But I doubt you can. The person calling me said there doesn't appear to be any charge on my next bill. But with them also saying ee don't have confirmation of phone being received and the whole credit on the account I'm not confident. I can say the this has been the poorest excuse for customer service I have ever had from ee and will probably the reason I move providers for my next phone