I updated my phone yesterday to a Galaxy A12 which I bought in store. I had to buy it before the box could be opened (due to Covid I expect) and the price I paid was more than I had been told over the phone. I asked if it included a top up and was told yes. My husband who is with EE recently did the same and the top up was added to his call balance so I assumed the same.
When I got home my balance was still the same so I rang the store. I was told I had to purchase this with the phone as I was a pay as you go customer. I asked if this could be used on my old phone and was told yes so I assumed I would have £15 credit to spend albeit a different phone number. I inserted the sim card into my old phone and the balance was nil. I then tried to activate an online chat which kept crashing on me so in the end I booked a call back for this afternoon. I should have been given the correct information before purchase. I do not think I should have to pay for something I will never need or use. It looks as though it is some kind of bundle that means I have to top up every month by £15 but I’m not entirely sure as I am not familiar with bundles. I hardly ever make calls or texts as I use other methods from home via my Wi-Fi or landline.
Apart from this issue the staff have always been very friendly and helpful so I hope this can easily be resolved by their Customer Service team.