Nice and simple, the offer you found online is offered by a differant branch of the company to the one that made the offer to you. The one that made the offer to you is the customer retentions team. Both departments have to buy there stock from the distribution arm of the business. So by asking to switch to the online deal you are doing the same as asking to switch networks, therefore you return the phone to the 'company' that you purchased it from so you can buy it from somewhere else.
This is the same as buying a TLR 22 from DMS and asking JEspares for the refund when you then decide you don't want it. Product is the same the retailer is differant.
All mobile phone companies operate like this, the retail, upgrade, retentions, online and direct teams all have to compete against each other for sales with there own targets and there own supply of stock. This is done to encourage sales people to push to close the deal themselves.
I am not saying this is right or wrong but it is how it works.
Mobile phones cannot be resold once they have been taken by a customer even if returned in mint condition. The company that sells and accepts the return must pay the cost of refurbishing the handset and will not able to resell it. The phone must be reformatted and wiped IN CASE it contains sensitive data which is a government regulation. So when you buy a phone and return it when it has no fault you have just cost the network £250+ considering you as a customer will generate an average profit to the network of £30 a year you are now no longer worth keeping as a customer as it will take another 8 years to cover the cost of the handset you returned.
Again not nice news and i don't like it but again i thought you might like to know, feel free to ask any questions i'm happy to work in a very differant field these days.
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