It's common practice for customers, when they're approaching the end of a mobile phone airtime contract to be attracted to move from their provider, to another, such as ourselves.
Plan.com utilises an extensive network of reseller businesses, who perform the sales function with prospective customers on our behalf, and it is common practice for those reseller businesses to offer incentives to switch providers, such as an offer to buy you out of your existing contract.
Those offers are perfectly above board and are allowed, but are not something plan.com is ever directly involved in.
In other words, if the offer was made to you to buy you out of your previous mobile phone contract, the offer will have been made by the reseller business, (your account managers) and not ourselves. It is the responsibility of your account managers to honour that offer.
Terms and conditions may apply, but most commonly, when you receive your final bill from your previous provider, you are required to email a copy to your account managers, which will trigger the start of the settlement process.
Please refer to any literature sent to you previously by your account managers.