Annual Yearly Upgrade Dispute!

[Wendyperry05]

My husband took out a new contract with o2 a year ago. He took IPhone X 64gb on the annual upgrade programme.

He's went into store to upgrade his phone as now a year and been told it wasn't on the upgrade programme when he took it out.

I remember finding the deal for him and it came with free air pods and annual Yearly Upgrade.

The store basically called him a liar and said he would have to trade his phone in via o2 recycle and then pay the difference of about £300 to upgrade.

I don't understand why he has to do this when we know for certain he picked a plan with the yearly upgrade option.

Anybody able to help please?

Thank you

[jonsie]

Does it state in My O2 whether the tariff is included in the yearly upgrade? You should have received an email stating the terms when taking out the contract.

I would call customer service

Guide: How to find help & contact O2 

Any help @Marjo  @EmilieT ?

[MI5]

@Wendyperry05 

You will see this banner when you login to your MyO2 http://www.o2.co.uk/myo2 if eligible.

[EmilieT]

Hi @Wendyperry05, and welcome to the forum 

I'm sorry to hear you're having some trouble with your husband's upgrade, did you get a chance to check the suggestions and questions above yet? If you need more help we can have someone on our end look into it as well, so it'd be great if you could come back and let us know how you're getting on please .

Thanks for the mention @jonsie!