topic Re: Returned Phone signed but not confirmed in Archived Posts

Returned Phone signed but not confirmed

Dazzlejones — Sat, 16 Jan 2021 08:46:35 GMT

i recently upgraded my phone and returned my old one for early upgrade.

However I have not received confirmation from yourselves (signed by you on 8th - special delivery - 4 days before the cut off), and I am continually getting texts from you telling me I will be charged £500 for not returning the phone as agreed.

How long does it take you to process? I will be really annoyed if you take that much from my bank through no fault of my own.

thanks

Darren

Re: Returned Phone signed but not confirmed

Chris_B — Sat, 16 Jan 2021 08:59:48 GMT

@Dazzlejones This is a public forum not customer services so no one here knows anything about your returned device. Just to add a signed for item doesn’t mean that item has been checked it’s just means it’s been signed for when delivered.

Basically you know that it was received and wasn’t lost in the post.

Re: Returned Phone signed but not confirmed

Dazzlejones — Mon, 18 Jan 2021 08:44:40 GMT

Thanks for the response Chris.

I see loads of posts here asking when will my order be processed and when is my upgrade going out, and I see what I assume is EE staff looking into it. This is why I post.

Yes I know delivery doesn’t mean it’s processed but I also know a quick scan of a barcode can tell EE that they now have the returned item, even if they haven’t actually opened it. Enough for them to stop sending me threatening texts at least.

I’ll give them a call.

thanks

Darren

Re: Returned Phone signed but not confirmed

Leanne_T — Mon, 18 Jan 2021 10:13:52 GMT

Hi @Dazzlejones

Welcome to the community.

Have you spoken to Brightstar to get an update on your returned phone?

You can call them on 0208 732 3798 or email eeconsumer.uk@brightstar.com

Thanks.

Leanne.

Re: Returned Phone signed but not confirmed

Dazzlejones — Mon, 18 Jan 2021 17:33:03 GMT

Hi @Leanne_T

thanks for the response.

I've tried calling them twice today - put on hold for an hour each time! I don't believe they are answering the phone at present. I've sent them an email... we'll see if that gets any response but I'm not hopeful.

As this is going to hit my account very soon, is there any benefit in me calling EE regarding it?

many thanks

Darren

Re: Returned Phone signed but not confirmed

Christopher_G — Mon, 18 Jan 2021 18:34:29 GMT

You could try calling our Mobile Care team, to see if there's anything they can do, @Dazzlejones.

However, it's Brightstar who process the trade in. Hopefully they reply to your email soon.

Keep us posted.

Chris

Re: Returned Phone signed but not confirmed

Dazzlejones — Mon, 18 Jan 2021 18:49:29 GMT

@Christopher_G Thanks for the advice. I'll try them now too.

Re: Returned Phone signed but not confirmed

Dazzlejones — Mon, 18 Jan 2021 19:19:18 GMT

Okay - believe it or not I was waiting on the phone for someone to pick up from EE and I got a text telling me it'd been received! You couldn't make this up.

So... for anyone who might be in the same situation, it took 10 calendar days from receipt at Brightstar to me receiving a text from EE to confirm the receipt.

Thanks for all those who offered advice. @Christopher_G @Leanne_T @Chris_B

Re: Returned Phone signed but not confirmed

Leanne_T — Tue, 19 Jan 2021 07:53:10 GMT

Morning @Dazzlejones

Thanks for coming back and letting us know 🙂

All the best.

Leanne.

Re: Returned Phone signed but not confirmed

Chris_B — Tue, 19 Jan 2021 08:27:23 GMT

@Dazzlejones It’s not EE but brightstar. Just use their brightstar email address ( it’s at the bottom of the email you are receiving and show them your proof of delivery. I did this last week with a trade in via Argos who like EE use brightstar.

It takes brightstar 3-5 days to process sent in items.