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Re: charged for getting a new phone and we pay mobile swap aasure
Yes. You pay $190 to be able to return a damaged phone and upgrade, but you still need to pay for the new phone.
Or are you saying that you have been charged for the old phone as well? In which case you need to contact Telstra and give them the tracking number that Australia Post gave you when you returned the old phone. Unless you returned the old phone to a Telstra Store, in which case you will need to go back to the store to get it sorted out.
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