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 

[AnnS]

Yes @wattzy0390 

It can be quite confusing and it's best to be out of contract before taking one of the new Evo contracts. All plans are now Evo with what was the early upgrade promise being part of the Evo contracts.

You need someone who works for Vodafone with the necessary account access to explain about your new Evo contract go through the new agreement with you and explain how you can trade in your old phone and put the funds towards the cost of the device loan part of the plan.

Live chat should be able to do this for you, or drop the Social Team a message.  Both will give you direct help support.

[wattzy0390]

I didn’t even know I took an Evo contract, as far as I’m aware, I upgraded with the Annual Upgrade Promise, so instead of paying the termination fee I send back my current phone, and I paid an upfront fee of £49, as far as I’m aware there should be no early termination fee 

[AnnS]

Hi @wattzy0390 

When you contact Vodafone about an upgrade, it will be with one of the new Evo Plans, the early upgrade promise is now part of Evo.

We can't help you here, to get this clarified needs account access through Customer Services or from the Social Team here: Contact Us 

@wattzy0390 

Please see the reply a customer asking the same question as you, this confirms the extra payment will drop off and won't be charged here: https://forum.vodafone.co.uk/t5/Pay-monthly/Annual-upgraded-but-got-a-text-saying-I-have-a-flexi-upg...

[Rhi94]

Hi, can you tell me how this ended up? I’m having the same problem. 
Just upgraded today as part of the annual upgrade promise but keep receiving texts saying flexi upgrade fee of £531.60!! 

Tried speaking to several people at Vodafone but nobody offering answers. 

[Effie]

Hey @Rhi94 I hope you're well. 

Please drop a message to our Social Media team here so they can look into this for you!