topic Re: Trade In From Hell ! in Contracts & Billing

Trade In From Hell !

Karenmdm — Sun, 13 Oct 2024 07:28:09 GMT

Am having Same trouble with my trade in to LIKEWIZE !

I traded in my phone on the 25 June 2024 sent by tracked Royal Mail , they received it have proof of delivery so contacted them after 3 days told no update as yet after giving them the IME , contacted again after 7 days again no update so after two weeks tried again & was told warehouse busy no update & that they would send me a email when there was a update so finally after 3 weeks had a email saying phone processed & completed on the 23rd July 2024 & EE would be updated on my trade in so thought ok that’s done now & didn’t give it any more thought !! Until my bill came in for September!! I’ve been charged ** NON TRADE IN CHARGE £275 **

Have contacted EE via online chat about 20 times & am getting know where ! Contacted LIkewize via email about 20 times & all they say is there a third party EE need to contact them ?

this is literally driving me insane !! I’ve sent my phone back as a trade in & now I’m being charged & Likewize have my phone but now I’m left with a non trade in charge that was completed & know one wants to do anything to sort this out !

After being on the phone last Thursday 10th October to EE customer service went through whole thing again & said I’ve really reached the end of my patience ! As if a trade in is done via EE I’m sorry but the trade in is the responsibility still for EE to sort out as if I had just sold my phone online then yes it’s my responsibility! But this was done via EE with the company they choose to process there trade ins .

Will be calling tomorrow for update !

Re: Trade In From Hell !

Northerner — Sun, 13 Oct 2024 09:00:27 GMT

Hi @Karenmdm

I suggest you go via the complaints process.

https://ee.co.uk/contact-ee/complaint

Thanks

Re: Trade In From Hell !

Karenmdm — Sun, 13 Oct 2024 15:12:29 GMT

Tried the whole complaining it’s getting me know where ! EE say I need to get Likewize to contact them & likewise say they can not contact EE so the back & forwards began two weeks ago ! Even though it’s clearly likewise who have failed to inform EE of the trade in completion EE are literally not wanting to help track down my trade in with Likewize even when I’ve given them the trade in ref number & copied the confirmation email from Likewize they sent me when process was completed ! It was a iPhone 13 & if I had known how much trouble this was going to cause me I would have just sold it privately but looking at the whole enticing trade your phone in for a new one with no charge I fell for it !!

im at a loss what else to do I have the constant worry my phone is going to get disconnected as I carnt afford to pay the non trade in cost £275 & even if I did have it why should I pay ! They have my phone which they have basicly stolen from me as there not reporting the completion to EE & I have to pay EE non trade in fee ! So where’s my phone then ? I want it back ! I’m shocked that EE use such a bad company to process there trade ins !

Re: Trade In From Hell !

Katie_B — Sun, 13 Oct 2024 14:43:45 GMT

Hi @Karenmdm

I am very sorry to hear of your recent experience when trading in your old handset.

Have you been able to speak with Likewize rather than email?

I would recommend calling 020 873 23796 between 9am - 5:30pm Monday to Friday.

Katie

Re: Trade In From Hell !

Karenmdm — Sun, 13 Oct 2024 15:13:34 GMT

I’ve tried several times & it just says constantly every time I call our lines are busy then it cuts you off !

Re: Trade In From Hell !

Christopher_G — Mon, 14 Oct 2024 14:32:56 GMT

Hi @Karenmdm

Could you give it a try today please and let me know if you're able to get through?

Chris

Re: Trade In From Hell !

Karenmdm — Mon, 14 Oct 2024 15:38:39 GMT

Have had a email reply back from Likewize saying same thing that if EE contact them they will confirm that the phone has been processed & completed ! How do I get EE to actually contact them ? EE complaints keep sending me a messege every few hours that there going to be calling in a few minutes about my complaint but they never call ! I have added the number they keep messaging on added to contacts so I know if I missed a call who it was from !

Re: Trade In From Hell !

azzastewart — Mon, 14 Oct 2024 16:53:52 GMT

I'm having a similar issue. I've been on the phone to both EE and Likewise countless times. I'm yet to receive my packaging to return my trade in device. My 30 day limit is on a few days and EE are unable to send my details to Likewize to push this through. I've been lied to on the phone by EE, they suggested I'd be able to get a label emailed to me to speed things up. Was told 72 hours...however Likewize informed me that this is not possible on their end in any circumstance.

I'm really fed up and am waiting for the late fee charge to come my way shortly. Truly terrible service.

Re: Trade In From Hell !

Karenmdm — Mon, 14 Oct 2024 18:40:18 GMT

I know it’s so frustrating! They make it sound so simple but when things go wrong they really just don’t want to know & make it difficult to contact anyone ! I’m astounded by the fact today I’ve received 3 text messeges from EE telling me someone will be calling in a few minutes to talk about my complaint ! No one has called lol I think it’s a joke honestly & has really made me feel like as long as they get there money every month when things go wrong though there not interested at all !!

Re: Trade In From Hell !

Linzi_H — Tue, 15 Oct 2024 07:11:57 GMT

Hi @Karenmdm

Please reach out to our team directly so we can help further with this.

One of our Guides will be able to advise of the next steps and update your complaint case too.

Thank you,

Linzi

Re: Trade In From Hell !

Linzi_H — Tue, 15 Oct 2024 07:14:25 GMT

Hi @azzastewart

Welcome to the community.

It's such a shame to hear that you're having a spot of bother trying to get your return packaging sorted out.

Please call our team again and let them know you are still waiting. From there, one of our Guides will be able to chase this up on your behalf.

Linzi

Re: Trade In From Hell !

Karenmdm — Tue, 15 Oct 2024 09:11:46 GMT

Just waiting for call back as seem to have missed call again !

Re: Trade In From Hell !

Karenmdm — Tue, 15 Oct 2024 11:13:02 GMT

Just spoke to a very helpful lady from customer service & it’s all sorted thank you 😊

The problem was the tradin company that processed phone LIKEWIZE who did not notify EE of the phone was received & completed !

Re: Trade In From Hell !

Michael_D — Tue, 15 Oct 2024 13:19:50 GMT

Thanks for the update @Karenmdm

I'm glad to hear it has been sorted for you now.

Take care and have a great day

Michael

Re: Trade In From Hell !

Damo97 — Thu, 17 Oct 2024 15:37:56 GMT

I literally just went through the same process today EE said that Likewize Lost it in The Post and hadn't received then the guy I was speaking to on phone gave them a phone nd all of a sudden they had received the phone in June

Re: Trade In From Hell !

bOom1229 — Thu, 15 May 2025 08:04:04 GMT

Happened to me recently. I went through the farce of calling EE to dispute my bill, who told me to call Royal Mail, who then told me to tell EE it's them who has to make a claim, then finally told to call Likewize who basically kindly informed me that there is absolutely nothing they can do and seemed to imply its MY fault.

And hey, EE still loaded it up my bill anyway. Such lovely treatment to a loyal customer such as I.

Re: Trade In From Hell !

Neeta2001 — Fri, 17 Oct 2025 00:52:22 GMT

Well, I am also going through this currently. I sent old device in May and they added £550 on the end of August... I don't have any postage confirmation anymore, obviously if nothing was raised during trade in deadline... Has anyone actually solved this without being forced to pay for something they don't have?

Re: Trade In From Hell !

Karenmdm — Fri, 17 Oct 2025 08:19:17 GMT

I would contact Likewise as they can track if they received your phone by your IME number which is unique to your phone ! Did you send your phone back via the tracked postage envelope they give you ? It took a lot of phone calls & a lot of contacting EE to get my trade in sorted probably over a month or more ! I would never do that again it’s completely put me off ever wanting to trade my phone in again as was like you worried if it wasn’t done I would be charged !

Re: Trade In From Hell !

Karenmdm — Fri, 17 Oct 2025 08:24:24 GMT

442036967303 contact number & email

support@likewize.com

Re: Trade In From Hell !

Neeta2001 — Fri, 17 Oct 2025 10:49:43 GMT

I've sent mine at beginning of May, as I remember my deadline was 19th of May. I did use their packaging, but I get rid of the postage confirmation. I assumed everything was fine if they didn't add the fee till end of May... I tried to sort it out with likewize, EE advisers put the fee on dispute twice or more but then they have suspended my outgoing services first, and then next day they have suspended incoming calls and informed me that my number is going to be cancelled... And Because I wasn't able to sort out anything with either likewize or EE I had to accept the bl00dy payment plan to keep the number... It's a nightmare. Likewize is demanding the postage confirmation, EE advicers can't advise 😂 but at least one of them tried to help me with communication with likewize, but even his email they did not get back to me... I am starting to believe that I will have to, either I want it or not, pay for the phone I don't have anymore...