Issue with upgrade contract

[Abdullah161]

Hi,

I've had issues with an upgrade I took during January and was wondering if anyone could help/advise.

My initial phone was bought from Carphone Warehouse with a 2 year contract that ended 17th February 2019. At the beginning of January I decided I didn't want to switch over to a rolling contract so I asked to switch to payg. A week later however I popped in to CPWH to get said phone fixed on warranty and while talking to the sales person they talked to me about upgrade options and I went through with a new 2 year contract. The upgraded phone worked fine till the Feb 17th after which my sim said it wouldn't connect to the network, no calls or texts. When I looked online it said I had a disconnected bill and talking to customer service they said after switching to payg I shouldn't have been able to upgrade but for some reason I was and the issue stems from this.

I've spent the last month and a half talking to customer service trying to get this issue solved being told that they can reconnect the account or reinstate my contract with a new number and to wait. However nothing ever happened. On March 18th the outstanding amount was taken from my bank for ~£600 and this is something I can't afford out of the blue which is why I spent the last month and half trying to get it resolved. I hadn't checked my online banking in a while and only noticed the charge today.

I tried speaking to customer service today and they said something about an internal investigation into what's happening with my account and someone would ring me back in a couple hours but they haven't yet.

Is there anything I could do about getting the ~£600 refunded and implementing some sort of payment plan instead? 

Appreciate any advise.

[MI5]

@Abdullah161 all I can suggest is that I ask @EmilieT to see if she can help you.

[EmilieT · Accepted solution]

Hi @Abdullah161, and sorry to hear you're having some difficulties with your recent upgrade! It's been a little over an hour since you posted so I'm wondering if you got a callback in the meantime?

If you still need help, I can get someone on my end to look into what's going on. I'll need a few more details so I'll send you a private message to start with. 

Thanks for the mention @MI5