When my existing contract ran out I was called to renew. I opted to keep the same phone and have sim only. The guy on the phone said I would receive £50 back and a free phone(which I didn't particularly want) in case of loss or accident. It took 3 months to receive the £50 cheque and I got a really tacky, cheap basic phone, which I have never used. I now want to up grade my phone a year later and have been told that the guy on the phone took out another contract for a phone(the free one I receive) and I have to pay £140 to end the contract I never had any knowledge of in the first place. To be fair the assistant in the store was very helpful and told me to make a complaint to customer service to get my account cleared of this charge. Easier said, it took 5 times of calling to actually get through to someone who told me it would take 7-10 days to sort out, so I now can't get my new phone until it is done. It remains to be seen what happens next, but will be complaining to Ofcom. This is surely fraudulent!! What a total con!!