I'm just popping back to update - unfortunately, it wasn't the greatest experience - and I won't be getting an upgrade.
I spoke to a lovely agent on the app's chat service, who said the online order didn't go through, and they gave me their email address to request a call-back when my upgrade payment pending was released.
After that, I got an email from the Complaints team, which felt a bit accusatory when I didn't do anything wrong, and where I thought I was being made out to want financial compensation when I wasn't. I was told that I was sent an email about the upgrade asking me to call in, which I explained I didn't receive, and I felt like the complaint handler didn't believe me. They couldn't provide any evidence of the email being sent.
The reasoning behind why my upgrade wouldn't be going ahead was a bit confusing and seemed to have something to do with spend on an account. I didn't understand why this would be a problem as I have always paid my bills on time (apart from some teething issues over a year ago). I have add-ons e.g. a watch, Buds, PS5, but I don't understand how this spend would affect my upgrade as it's a new contract rather than an additional device. My account tells me that I can't add an additional device, but it DID say I could upgrade early - why would it do that if I can't?
My early upgrade of over £200 remains pending, which is kind of annoying given that my upgrade was rejected, and I just hope I get my money back soon.
I was offered a letter to take to the Ombudsman, but as I'm not looking for financial compensation, this felt like it wasn't worth my time. I'm left without a new handset/contract, without any real understanding about why I can't upgrade, and without my payment of over £200.
My contract with EE is up in March, and I think I'm going to change providers.
I would like to say thank you to @Leanne_T and to the person on the app chat (I'm sorry I forgot her name) who helped me, you were both really helpful and super understanding of my disabilities.
