Afternoon all, so over the weekend, I decided to take a look and see when I was due a free upgrade on my mobile phone. I visited the app and the website and both informed me that I was able to do that now. I then visited my local store and was informed again that I was entitled to a free upgrade, but because I was going to use the NHS employee discount, this must be done online. I then revisited the chat option via the app to discuss options for an upgrade, again informed that I was entitled to a free upgrade, to spend the next 3 hours discussing my options. When I decided, the operator was having trouble confirming my upgrade, so they had to deactivate and activate my sim. Upon doing this, I was informed that I had to pay £55 for an upgrade, even though I had been told numerous times it was free!! I then discovered that due to them deactivating my sim, they had cancelled the discount on my current contract! I then had to revisit the store to see if they could help, but they couldn't so I rang customer services and was waiting for nearly 30 mins before I was told they couldn't add the discount back on, but would credit me £10.
Do I have grounds to stamp my feet and demand my free upgrade or do I just suck it up and change networks when my contract comes up for renewal?
