Annual Upgrade Promise has been put through as a flexi-upgrade

[wattzy0390]

Last week i contacted Vodafone through live chat to enquire about upgrading my current Iphone 11 to an Iphone 13 Pro using the Annual Upgrade Promise which i was eligible for, All went through fine, i signed the contract, passed the credit check, would have to pay £49 up front fee which was all fine, the phone wasnt in stock so had to wait until today for it to be dispatched, when i also received a message saying that my flexi early upgrade fee was £350.

I contacted live chat again who were incredibly rude and wouldnt take any reasonability just said i would have to return the phone once received and the charge would still stand untill they had received the phone back and looked into it.

Now im fuming at this point because my bill was generated today and has the £350 added to it, Vodafone seem to want to take no responsibility for their massive mistake, no apology, nothing at this point, I wont receive the phone untill tomorrow and then i have to wait for a return bag, and then i have to send the phone back, which is going to take longer than the 10 or so days i have left before my bill comes out.

What are my options at this point, can i go into a shop with my new phone and they can sort it out there? i have a contract that clearly states the upfront cost is £49 and that its an Annual Upgrade Promise.

Any help would be great thankyou 

[BandOfBrothers]

Yes you can return the phone to a Vodafone Highstreet Store which would be the option I would take @wattzy0390 

[wattzy0390]

and they will be able to take off the flexi charge and put me onto the annual upgrade promise without any further waiting?

[BandOfBrothers]

How do I return the Equipment within 14 days? What if I’ve damaged it?

" You’ll need to return any Equipment (such as your mobile device, Vodafone Broadband router or accessories) we’ve supplied you. Just pop into your nearest Vodafone store with your Equipment and proof of purchase, and our retail advisers will be able to help you. "

Unfortunately the process wouldn't be that swift @wattzy0390 

They'll process the return as per the option in the 14 day cooling off period and then your account would then revert back to how it was before the upgrade was processed by Live Chat.

When you account has reverted then you'd be able to start again.

This time I'd suggest customer service on 191 or via a Vodafone Highstreet Store to process this the next time.

[wattzy0390]

wow thats ridiculous, so because of Vodafone's mistake, i have to wait another 14 days lol, well that wont be happening, and actually goes against what Live Chat said earlier, they said the account would be able to be swapped over instantly in store, looks like i will be forming multiple complaints against Vodafone, what an utter mess 

[BandOfBrothers]

It won't take 14 days for your account to revert @wattzy0390 

When I mentioned 14 days that's the timeframe Vodafone give for a person to change their mind to change back or in the case of a new contract can cancel without any Early Termination Fee.

Pop into the Vodafone Highstreet Store with the phone ,and paperwork and photo identification and they'll get this sorted for you 

[wattzy0390]

Will still be complaining, its a massive massive mess up, that Vodafone dont seem to want to take accountability for, but will try going into a store when the phone comes, thanks 

[BandOfBrothers]

I totally understand and appreciate your unimpressed at this situation not of your making. 

You can raise this with the Vodafone Social Media Team's via Twitter DM or Facebook Messenger via Contact-us-for-account-specific-queries  as they deal with customer relations too, and or raise a complaint via Complaints/Code-Of-Practice. 

I wish you all the best with this. 

[AnnS]

Yes @wattzy0390 

When you contact Vodafone about a flexi upgrade with the Annual Upgrade Promise this will be put through as an Evo Plan here: Vodafone Evo With an Evo contract if you cancel your device plan the airtime contract will automatically be cancelled.

Without being able to see your account I suspect the £350 is the early termination charge for your previous contract before trading in your previous phone to go towards your device plan.  Trade in is explained on the Evo link under Terms and Conditions, you need to visit the trade in page here: Trade in 

This is going to need account access to give a better explanation, drop the Social Team a message through Twitter or Facebook message and they will be able to give direct help and support.

[wattzy0390]

yea but surely i shouldnt be being charged an early temination fee? i did the annual upgrade offer, not the flexi upgrade, its all very confusing and not straight forward at all