Reply from Vodafone UK 3 hours ago Good morning Julia, It's really disappointing to hear about the issues you've had with this. I'm sorry that you've found us to be anything less than helpful. You'd normally get a pro rata bill following an upgrade: https://vodafone.uk/WatchProRata and it may have been higher due to us not getting the update straight away from Carphone Warehouse, that your phone had been returned. I'd like the chance to get this sorted and make sure you've only been charged the right amount. Please pop me a message on Twitter @VodafoneUK or on our Facebook page here: https://www.facebook.com/vodafoneUK Thanks, Manda Vodafone Social Media This wasa reply on my trustpot review.. Have contacted them asper above and no reply from them. Seems like their reply was just for others to see that they care but they don't care about their customets at all