Upgrade fee

[Flowers1973]

I Upgraded one of the numbers on my account online. I have a screenshot of what I ordered which said £0 early upgrade fee and £30 upfront. When I paid the bill of £30 it actually charged me £170 with an early upgrade fee. It had said with the contract I chose there was no upgrade fee. How do I get the upgrade fee back or cancel the upgrade? Any EE staff available? I’d obviously rather have the fee back. I can send the screenshot showing what I should have been charged. Thanks. 

[Chris_B]

@Flowers1973   At 11pm customers services are closed and this is a public forum that has no access to your account.    Customer services is open soon so give them a call.     Have you actually been charged that ?  Do you see that amount come out of your bank account? 

[Flowers1973]

Thank you. I’ve left messages on chat so will wait for them to open. I’ve a screenshot of the last picture before paying which shows £30 upfront cost for phone annd £0 upgrade fee and then the invoice says I’ve been charged £170. Will see what they say. Want to cancel order if I have pay so hopefully they won’t make it awkward. 

[Leanne_T]

Hi @Flowers1973 

Thanks for coming here and for messaging our mobile care team to get this looked into, let us know how you get on 🙂

Leanne.

[Flowers1973]

Thank you all sorted. The chat team cancelled the previous order and honoured the deal I had in the app with zero upgrade fee and did a new order for me. 😊

[Leanne_T]

Thanks for letting me know @Flowers1973 

Glad to hear this is sorted for you. 

Leanne.