Wrong phone sent

[arslahn]

I ordered an iPhone 14 Pro 512GB with the All Rounder iPhone unlimited plan.

Went to the store to collect my phone and it was a different colour with 128GB. The colour wasn't an issue but the memory was and the lady was very patronising saying I must have ordered the wrong phone even though I insisted I didn't and even showed the screenshot of my order. Said there was nothing she can do and to contact EE online.

I contacted EE who confirmed yes they messed up and I need to send my phone back which I did, now they're saying I have to order a new one as they essentially cancelled the original order.

Wouldn't be an issue however the price has gone up and even the friends and family discount says it's been used so now I'm losing out so much. 

What can I do? EE says to contact online but I can't find anyone to help me and I don't think it's fair I'm losing out because EE messed up in the first place?!

[Chris_B]

@arslahn   Yes you will have to re-order a new device.    You should still be able to have the F&F discount applied.  If the price has gone up then unfortunately the price has gone up there is nothing you can do about that. 

[Leanne_T]

Hi @arslahn 

Thanks for coming to the community. 

Please get in touch with our mobile care team, they can check the code and order and help you get this sorted. 

Thanks 🙂

Leanne.