topic Re: EE recycle / Brightstar in Archived Posts

EE recycle / Brightstar

NLL — Wed, 30 Dec 2020 10:15:15 GMT

Hello,

I recently upgraded my phone to the iPhone 12 pro max and decided to use the ee recycle service for my old phone.

I was quoted £234 which would be paid into my account no later than the 29/12.

I haven't received the payment and I've been on hold for 40+ minutes with no answer.

just want to know if there's an issue with the payment system and when I can expect the payment to be made.

Re: EE recycle / Brightstar

Leanne_T — Wed, 30 Dec 2020 11:30:39 GMT

Hi there @NLL

Thanks for coming to the community.

If you get in touch with Brightstar by calling 0208 732 3798 or you can email eeconsumer.uk@brightstar.com

They will be able to help you with your payment for the trade in 🙂

Leanne.

Re: EE recycle / Brightstar

NLL — Wed, 30 Dec 2020 11:34:23 GMT

I would absolutely love to speak to someone however they don't answer the phone or respond to emails.

Re: EE recycle / Brightstar

Leanne_T — Wed, 30 Dec 2020 11:37:31 GMT

Hi @NLL

I am very sorry we have no account access on the community to check your trade in.

If you can keep trying, the team will answer when an agent is available.

Thanks.

Leanne.

Re: EE recycle / Brightstar

NLL — Wed, 30 Dec 2020 11:39:44 GMT

I've been trying and been on hold for almost 2 hours 40 minutes, it's impossible to get through and I can't keep waiting on hold forever.

it's disappointing EE recommend this company when their service is so poor.

I've basically given my phone away for free.

Re: EE recycle / Brightstar

Leanne_T — Wed, 30 Dec 2020 12:30:28 GMT

Hi @NLL

How long ago did you email Brightstar?

Leanne.

Re: EE recycle / Brightstar

NLL — Wed, 30 Dec 2020 12:40:57 GMT

The 20/12 x 2 emails

24/12 x 1 email.

29/12 x 1 email.

none have been replied to.

Re: EE recycle / Brightstar

Dee60 — Wed, 30 Dec 2020 12:44:48 GMT

I am having the same trouble as you. At the moment I feel like we have been ripped off

Re: EE recycle / Brightstar

NLL — Wed, 30 Dec 2020 12:46:43 GMT

@Dee60 If their payment system is down, then that's fine, I'd just like to know when I can expect payment for my phone, failing that I'd like my phone back and I'll sell it privately,

i've contacted trading standards now to see where I stand and I'm just waiting on a response. I'll keep you updated 🙂 x

Re: EE recycle / Brightstar

Leanne_T — Wed, 30 Dec 2020 13:01:25 GMT

Hi @NLL @Dee60

I am very sorry to hear this.

Have you spoken to our Mobile Care team on 150 to see if they can help you both get this looked into?

Leanne.

Re: EE recycle / Brightstar

NLL — Wed, 30 Dec 2020 13:11:17 GMT

I haven't spoken to someone directly, I did call this morning but as no options eluded to being able to assist with this I put the phone down @Leanne_T

Re: EE recycle / Brightstar

Dee60 — Wed, 30 Dec 2020 13:12:47 GMT

I am on the phone to 150 now, they are trying to sort it out for me. Thank you for your help.

Get Outlook for iOS

Re: EE recycle / Brightstar

darren0307 — Sat, 02 Jan 2021 08:52:45 GMT

Same here, I posted mine on the 17th December.....

I do feel as EE's recommended partner they should at least be able to give us an update

Re: EE recycle / Brightstar

NLL — Sat, 02 Jan 2021 13:22:56 GMT

@darren0307 I've still had no payment for my phone. No returned communication from

brightstar and EE mobile care have said I need to call back in about a weeks time and they will follow up for me, really unimpressed with the service to be honest.

Re: EE recycle / Brightstar

DH1212 — Thu, 14 Jan 2021 10:55:07 GMT

Has anyone received their payment yet. I sent mine off last week but now wishing I hadn’t!

Re: EE recycle / Brightstar

NLL — Thu, 14 Jan 2021 11:18:00 GMT

I did in the end, but it was an absolute joke. I hope you get it resolved @DH1212

Re: EE recycle / Brightstar

DH1212 — Thu, 14 Jan 2021 11:21:00 GMT

@NLL @Thank you! I have tried to call but was on hold for over an hour! May just wait it out for a bit longer!

Re: EE recycle / Brightstar

gc264 — Fri, 15 Jan 2021 11:32:56 GMT

Hi,

I'm having exactly the same issue. Royal Mail have confirmed that Brighstar received my phone on Tuesday and have since had radio silence. I've been on hold so far for over 40 minutes and cannot get through. EE say they can't help as it's Brightstar's issue - I think it's totally disgraceful that EE recommend this company when it seems like a huge nightmare!

Re: EE recycle / Brightstar

Leanne_T — Fri, 15 Jan 2021 12:55:10 GMT

Hi @gc264

Thanks for coming to the community.

Have you been able to speak to Brightstar since you posted?

You can also email eeconsumer.uk@brightstar.com to get your trade in looked into.

Leanne.

Re: EE recycle / Brightstar

moonlight_abyss — Thu, 21 Jan 2021 12:35:38 GMT

Honestly, the service that I have received from Brighstar is disgusting. I sent my iPhone 11 Pro Max as soon as I received my pack - recorded delivery. They signed for it on Christmas Eve, which I have proof of from Royal Mail. I thought okay, it's Christmas, so I understood it may take until New Year for the money to be processed. I have sent 13 emails from the 4th of January chasing this and been on hold for a total amount of 3 hours. After 4 days of emails, they advised that they had not inspected it and started asking for my tracking information. I asked if they had received it, and at no point did they actually confirm this.

It's now the 21st January and I have received an email saying, we've received your device with a lower quote. So, should have been £570, they have said £501.

I've again, called and emailed asking why the cost is lower, as on my paperwork from EE, it stated, quote date - 20/12/2020 and that it expires on 03/01/2021. They received this device in time. Why is it lowered without any explanation.

Any help would be appreciated, as I feel like I am tearing my hair out, chasing them everyday for a response.