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?

[StuartKicks]

So I did end up receiving the return bag after I checked with the complaints team. Sent the phone back and within a couple of days the charge was gone from my account.

The problem is that for whatever reason some people don’t get the return bag with their annual upgrade phone, it’s a headache. Best advice is to get in contact with social as asked by the moderator. My experience though it was best to call the dedicated complaints number and tell them you want to make a complaint, I found the complaints team really proactive and helpful.

[Rhi94]

Thank you I’ve just got the new phone delivered and no bag inside so will have to request one. Good to know the charge eventually dropped off though!