iPhone 11 Pro Upgrade Promise - £465 Flexi Fee?

[RobCoh]

Hi all,

I've currently got an iPhone 11 Pro - which I upgraded to the iPhone 12 Pro (still waiting for delivery). I was advised in store that I was on the 'upgrade promise' which means I need to send my iPhone 11 Pro back, pay £29 upfront cost and a little bit more each month. This I was totally fine with.

However today - I've recieved the following message: "We hope you're enjoying your new device! Just to confirm your Flexi-Upgrade charge will be £465.70..."

I spoke with customer services who said that I'll only be charged if I don't return the handset - which is totally fair - my issue is that its showing on my account already - I'm not sure when I'll be getting the handset - and therfore when I can return the old one.

Presumably, if I miss the billing cutoff - I'll be charged the extra amount. They said that I'll be refunded/use it as bill credit, but I'd really rather not have that amount of money out of my account - I'd also like it in writing that this is the case - but live chat doesn't seem to be working.

Thanks,

[MarkD]

Hi @RobCoh, we understand the shock if you've received a text message saying you will be charged £465.70. If you send us a message with your account details over Twitter or Facebook, we'll be happy to take a look at this. You can find all the contact details here.