Swap assure $190 major damage charge?

[Jodi31]

Hi, is it normal to be slapped with a major damage charge before returning when swapping phones under swap assure please?

Considering I haven’t returned phone yet (have 14 days, don’t have return bag yet) and it’s actually in ‘like new’ condition. Not a scratch / mark on it. Bit perplexed. Is it like a holding fee that’s credited back when the phone is returned ?

Thanks so much

[DrQ · Accepted solution]

If you are doing the swap within the first 12 months of the plan the fee is $190, after the 13th month it is $99 until the end of the contract term. 

[Jodi31 · Accepted solution]

Ahh thanks, well in that case another error made by Telstra. I took up their swap early option and had the ‘$99’ fee waved. The store had to sort out a month long issue that online caused. To do that they had to create and cancel another contract for an incorrect phone sent to me that I returned.  Looks like they credited incorrectly. The saga continues.... thanks for your help.