Charge for free upgrade

[YBruns]

I am really annoyed at 02. 
I went onto myO2 app and saw I could get a free upgrade before the end of my contract

I followed it through and received my new phone but 3 months on got a bill for over £200 because I upgraded early!

I was asked for proof like a screen shot showing the free upgrade but who thinks to take a screen shot because they will be charged.

I was told on 2 occasions my account would be credited as it was a mistake then finally when I complained further I was told I had to pay and the staff members were incorrect. I had 4 months left on my contact. I am bitterly disappointed. I have been with O2 for years! 
I feel I’ve been tricked. NOT HAPPY!

Has this happened to anytime else?

[pgn · Accepted solution]

Hi @YBruns - mistakes have been known to happen, and O2's fragmented customer service teams sometimes do not help. You need to upgrade to an O2-provided Refresh Contract to qualify.

You should contact the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them after 08:15 on 0800 081 0255

Detail on Refresh here for ref:

Guide: How does O2 Refresh work? 

Good luck!