Annual upgraded but got a text saying I have a flexi-upgrade fee

[StuartKicks]

Hey

So I got iPhone 12 last year and the plan mentioned an annual upgrade.

This year I ordered the 13 Pro via chat, went through all the stuff about sending the phone back, confirmed the plan etc. Just now got a text saying I have a Flexi upgrade fee of £657.94 lol Is this normal, is that just the price I would pay if I don't return my current phone?

[AnnS]

Hi @StuartKicks 

There was a thread very similar to yours with the same question here https://forum.vodafone.co.uk/t5/Pay-monthly/Annual-Upgrade-Promise-has-been-put-through-as-a-flexi-u...

Please read through the answers would apply to your thread.

[StuartKicks]

Thanks for pointing me in the right direction.

I spoke with support they said the charge would not be charged and would drop off. Phone is coming tomorrow so I'll update this post with what happens next just to reassure anyone else that is in the same situation.

[AnnS]

Very kind of you @StuartKicks 

If there are any further enquires asking the same question I will link to your thread.

[StuartKicks]

Okay so I need some help.

New phone has come, charge is still on the bill. Got chatting to someone who said I just needed to use the trade in tool on my Vodafone app but it tells me my phone isn’t eligible, but I can still trade in on the website, so I click that out in my phone details and it says I can get £420 off my bill which is 650 more than usual. What is going on? I would really appreciate to speak to someone!

I don’t have any social media so I can’t contact that way, is there someone that I can call and speak to? My total bill is for over £800 

[MarkD]

Hi @StuartKicks, what date did you upgrade to the iPhone 12 and was this done with us directly or through a third party such as a comparison site? Could you also tell us, when you're checking the Trade-In Tool, are you using the device that you want to send back? 

[AnnS]

@StuartKicks 

If you don't use Social Media follow this link: Complaints .  The good news is the Complaints and the Social Media Team are the same Customer Relations and you will practically be speaking to the same team but with a case handler.

The only other route will be Customer Services or live chat.

@StuartKicks I have removed the solution tick, it's not really the solution to the question you need and will prevent you receiving further replies.

[StuartKicks]

Okay I got speaking to someone in complaints. Turns out there should have been a return bag included with my new phone delivery. They said they’d requested one be sent out, when the bag is received I’ll post the phone back. Still haven’t got that bag yet so I’m getting a little twitchy. I really appreciate the help so far.

Also apparently I should not have been directed to use the trade in tool as that’s not used for Annual Upgrade Promise.

I’ll post back with further positive or negative depending on what happens. I think I’m going to reach back to complaints tomorrow morning just to double check the return bag is on its way

[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!