topic Re: Billed for late trade in in Archived Posts

Billed for late trade in

Dan_Hughes — Mon, 15 Feb 2021 16:03:45 GMT

Afternoon,

I've just been on the phone with Brightstar. I explained to them that I upgraded my phone with a trade in of my S10+ on Jan 31st, the new phone arrived on the 1st (fair play for the quick delivery) but the returns pack didn't arrive until the 10th, being unable to get the the local post office before it shut I had to wait until Saturday 13th to post it back, the deadline for my old device to be returned was the 15th but the quickest it could get to the destination was the 16th, gave him the tracking number as requested. I was told that it's likely I'll be billed the £350 and advised I call EE to hold back the charge for 30 days... I'm not entirely sure where it's left me... am I being billed regardless of my old phone showing up or not? Was I supposed to call and have it held back for 30 days so I didn't have to pay this month? Will I get £350 back when the phone has been looked over?

Any reassurance would be great, don't really fancy being charged £350 and not having my old phone anymore...

Anyone else returned it after the deadline and ended up in this situation?

Cheers!

Re: Billed for late trade in

James_B — Mon, 15 Feb 2021 18:44:48 GMT

Hi @Dan_Hughes,

Welcome to the EE Community. 🙂

Did you contact Customer Care as advised by Brightstar?

Thanks

James

Re: Billed for late trade in

Dan_Hughes — Mon, 15 Feb 2021 18:54:21 GMT

Hi James,

Thanks, to be honest, after waiting about 40 minutes for someone to pick up at Brightstar I wasn't planning to call today, no criticism, just not up for spending any more of my life waiting in a queue today 😂

I'm just not entirely sure what that plan was supposed to be going forward, I'll likely ring tomorrow when I get time.

Cheers,

Re: Billed for late trade in

James_B — Mon, 15 Feb 2021 18:57:32 GMT

Hi @Dan_Hughes,

You can also chat with Customer Care online via our get in touch page if that's more convenient.

James