I upgraded my plan to an new I-phone 14 pro, well tried to anyway. I placed the order, paid the up front cost and received an order confirmation. After a day I received no communication so I started an online chat with customer services. To my surprise I was told there was no order, I emailed evidence of the order to which they then replied there was no payment. I then sent evidence of the payment which they wouldn't acknowledge and said there was no order and the payment would be returned to me in 7 days. They then started to place the order for me manually at which point they said I must pay the early upgrade fee, despite on the website everything saying £0 upgrade fee, despite my pervious order being placed with no upgrade fee. Customer services were extremely adamant that this must be paid even though its all over their website that there is no fee. Its nothing other than false advertising to goad customers into paying more, not only am I down £50 but also been left with out a phone over the weekend with absolutely no care from EE customer services. I have wasted 3 hours of my life trying to sort this and ended up ordering a new phone from Vodaphone with no issues. Unfortunately I have never experienced something this bad and will be reporting them to trading standards, not only has customer service been extremely badly but this is false advertising and fraud. I will never use EE again.