Black Friday offer

[jedrzejgalecki]

Hi all,
I need some help. I had a deal on Black Friday. I could upgrade my phone to a new one without paying the early upgrade fee (see attached photo). Still have 373 days left on my 24 months contract. I've placed an order for a new Pixel 7 Pro, and all went through. I received the order confirmation email and order number. 2 days later, EE cancelled the order because "I was not eligible for the upgrade". I've been with EE for over a decade, and this doesn't feel right. They should honour the deals they send to the customers and not cancel and blame errors in the system.  

[Jon_K]

Hi @jedrzejgalecki.

I'm sorry to hear this.

I'd recommend getting in touch with our Customer Care team so they can check your account and see why this has happened.

Jon

[jedrzejgalecki]

I went through customer service, no one ever seen this one before. It went from one manager to another. I've sent them screenshots and they decided it's an error. I don't believe it was an error as this offer was available throughout the day and it's ended in successful transaction with confirmation email and order number. I went to local store and they could see it, the only condition was to get upgrade with the same or higher price. Even if it was an error, it's on your side and you should honour the deal.