topic Re: Trade in returned handset lost by Royal Mail in Contracts & Billing

Trade in returned handset lost by Royal Mail

danmarkfurness — Wed, 05 Jun 2024 18:44:50 GMT

I recently upgraded my phone. Received the new handset no issues and then a couple of days later I returned my old phone in the returns pack that was sent out. Didn't think anything of it and have done this a few times over the years with no issues.

Following the tracking of the device it became apparent that there was an issue as it had not updated for well over a week. Checked with EE to see if it had been received and then contacted Likewize who are the trade-in partner. Eventually they received a package but with a letter explaining the item was not there. So someone has made off with the phone 😞 I never insured it myself as I anticipated it would arrive and the package was covered. Lesson learnt.

The cost of the handset is now on my next bill which I have cancelled Direct Debit for as cannot afford to pay all that out at once. Hoping to speak with someone and setup a payment plan over a few months.

Anyone else suffered a similar fate?

Re: Trade in returned handset lost by Royal Mail

Katie_B — Thu, 06 Jun 2024 06:18:00 GMT

Good morning @danmarkfurness.

Welcome to the EE Community.

I am sorry to hear this has happened.

Have you been able to check with Royal Mail if you are able to make a claim?

Katie

Re: Trade in returned handset lost by Royal Mail

danmarkfurness — Sun, 09 Jun 2024 09:27:21 GMT

Hi Katie,

I never raised the issue to Royal Mail as Likewize said they would raise a lost in courier but would only cover £100 of the value. So I left it at that but now the amount for the missing phone is going to be paid back with a payment plan.

I am still thinking to try with Royal Mail however not sure how I would prove it was a returned phone as I only took note of the tracking number. Next time I shall cover it further myself. Previously sent 2 back with early upgrade and they were fine.

Re: Trade in returned handset lost by Royal Mail

Superman1988 — Thu, 21 Nov 2024 04:18:10 GMT

At the moment I’m in the same boat, posted my trade in on the 12/11 of this month via red postal box only to be getting text reminders that they have not received the phone. Unsure on what to do as I have no tracking or proof that it has been posted. I’ve never had problems with doing it this way over the years but now I’m getting slapped with a nearly £800 phone charge and won’t be able to afford to pay it.

Re: Trade in returned handset lost by Royal Mail

Lunalost1982 — Thu, 28 Nov 2024 08:11:50 GMT

Can I claim lost in courier with EE and Royal Mail?

Re: Trade in returned handset lost by Royal Mail

Katie_B — Thu, 28 Nov 2024 08:13:03 GMT

Hello @Lunalost1982.

I am very sorry to hear that your parcel has been lost in transit.

I'd recommend giving us a call and reporting this to our customer care team.

Katie

Re: Trade in returned handset lost by Royal Mail

Lunalost1982 — Thu, 28 Nov 2024 08:13:51 GMT

Hi, my phone was ‘lost’ by Royal Mail. They are saying they can’t contact Likewize and that I have to.

Likewize are saying EE need to contact them directly! So frustrating!

What happened with you please?

Re: Trade in returned handset lost by Royal Mail

Lunalost1982 — Thu, 28 Nov 2024 08:20:35 GMT

I have used EE Guides online, (3 hours and still no help) was told I had to contact Likewize, which I did. But Likewize say EE needs to contact them directly! I was told by one EE guide that they had emailed Likeize, then another said not able to email! I have started a complaint.

So it is better to ring?

I just want EE to contact Likewize!

Email from Likewize:

Good afternoon

Thank you for your email

I'm uncertain as to why you are being told by EE that they cannot contact us directly.

We have EE agents contacting us daily and this process was put in place by EE themselves.

EE needs to contact us to ensure that your bill is affected when the claim is raised.

As we are a third party company from EE we would not be able to do this for you.

Please contact EE again and request they contact us to do this as this is we are unable to offer further assistance until they do.

Kind Regards

Sam

EE Trade-In

Re: Trade in returned handset lost by Royal Mail

danmarkfurness — Thu, 28 Nov 2024 08:47:13 GMT

It's a complete waste of time and energy trying to get both companies to speak with one another. My issue went on for nearly a month. I was reassured in the region of 3 times that EE had sent a request for further details to Likewize and each time I was informed it had never happened.

Likewize contact I spoke with was easier to deal with. He kept me updated along the way and informed me what my options were. Eventually I had enough of being messed around and raised an official complaint on EE website to which point I actually felt like I was being taken serious. Someone called me and went through my options - which were non existent and although the package was insured, because I had not also paid myself for tracking I was liable less £100 which eventually was added as credit to my bill. I was not impressed as one agent on chat pretty much advised me the cost of the phone would not be lumped on me.

It was, so I immediately cancelled my Direct Debit and had to work through a payment plan which pretty much made my contracted allowances worthless. I think I paid £15 a month after an initial lump sum but had everything stripped back and my data allowance was gone in days. It took 4 months or so to pay off the balance of the new phone and now I am back on my usual tariff. So going off my personal experience, if you come out with a different solution I'd be absolutely flabbergasted.

Re: Trade in returned handset lost by Royal Mail

Lunalost1982 — Thu, 28 Nov 2024 08:52:03 GMT

Thank you so much for your reply. I have made a claim with Royal Mail so hopefully that will go more smoothly!

Re: Trade in returned handset lost by Royal Mail

danmarkfurness — Thu, 28 Nov 2024 09:02:21 GMT

Good luck! My parcel eventually arrived 3 weeks after it was due in a package with a note saying the parcel was lost.

I have done a trade-in 3 times or so over the years in the same manned with no problems. I will be more hesitant the next time for sure. I'm unsure how much it is insured for with Royal Mail directly. Too late now but next time I'll be taking pictures of the phone and everything.

EE support is completely pointless over the phone or chat until you raise it on their website trust me

Re: Trade in returned handset lost by Royal Mail

Nellie69 — Mon, 24 Feb 2025 12:51:55 GMT

I've had the same thing happen to me today. Before Christmas I upgraded 2 phones and also my TV package. 3 separate items sent back and according to EE 2 of these have not been received back although I posted them in December. Sadly I've lost the tracking information as I've moved house. I've had to pay for the TV equipment and just this morning I received a bill for £495 for a trade in phone. Like you I can't afford to pay this but had to as I felt I would get a bad credit rating.

What I want to know is how on earth 2 out of 3 parcels can just vanish into thin air and both at my expense.

I've been with BT or EE all my adult life and this is how I'm treated. I will be changing company when my next renewal is due.

One very upset and angry customer

Re: Trade in returned handset lost by Royal Mail

Katie_B — Mon, 24 Feb 2025 13:21:28 GMT

Hello @Nellie69.

Thanks for coming here.

I am sorry to hear that your return has been lost.

When you spoke to our customer care team did they open a case for this?

What was advised by the agent?

Katie

Re: Trade in returned handset lost by Royal Mail

Lpsmith82 — Fri, 28 Feb 2025 12:47:31 GMT

This looks to be a running theme. I have asked EE to provide me the parcel label so I can get the post office to track. The answer was likewise don’t have a copy! This was over 3 months ago I posted it then got hit with a Bill

Re: Trade in returned handset lost by Royal Mail

Ali_A — Fri, 28 Feb 2025 15:02:08 GMT

@Lpsmith82

Sorry to hear about your missing parcel.

Have you called Likewize to ask for the tracking number that was on the returns bag?

Although the pre-paid returns is for standard delivery, it's recommended to upgrade the postage to so that it's insured for loss. If you have done this, you may have received a new tracking number from the post office, which would only show on your receipt.

Ali

Re: Trade in returned handset lost by Royal Mail

Nellie69 — Sat, 01 Mar 2025 21:06:58 GMT

Thanks for your reply. I didn’t actually think there was anyway to find that information out. So Likewize are responsible for sending out the bags. I’ll google the company and call.

Re: Trade in returned handset lost by Royal Mail

Millywapz — Wed, 10 Sep 2025 18:21:18 GMT

EE has just done the same thing to me , my question is how can the responsibility be yours , when EE provide return package and ask you to send this way , knowing it’s not safe , then expect you to pay the charges!!!! They’ve just tried to add £750 charges on my line which I won’t be paying and if I have to get rid of every device I have with this company I will , because it’s like they know that Royal Mail are stealing and they won’t do anything to protect their consumers and customers I find that sickening!!! Especially when you have tracking proof etc

Re: Trade in returned handset lost by Royal Mail

Millywapz — Wed, 10 Sep 2025 18:24:39 GMT

Even the fact you have to chase around and ring likewise yourself is a joke EE claim to be the best networking company , yeah only if you don’t do a trade in , then they become totally disconnected to you and expect you to run a marathon for a returned item they know you can’t control where it goes regardless this company is a shambles

Re: Trade in returned handset lost by Royal Mail

Katie_B — Thu, 11 Sep 2025 06:59:01 GMT

Good morning @Millywapz.

I am so sorry to hear your parcel has been lost, I understand how frustrating this must be.

You have done the right thing by keeping your tracking information.

The information provided by our customer care team is right, you would need to raise this the third party company Likewize.

They can be contacted via email eeconsumer.uk@likewize.com OR by calling 0208 732 3798. Once they have been made aware of this a case will be raised and this will be investigated further. Some helpful FAQs can be found on our trade-in page.

Please get in touch and keep us updated here on the community.

Katie

Re: Trade in returned handset lost by Royal Mail

Millywapz — Thu, 11 Sep 2025 13:06:33 GMT

I’ve already raised it with likewise after having to call likewise 6 times and then EE 6 times as like wise , needed EE to phone them but EE doesn’t do that , luckily my EE rep sorted it for me! But I’m yet to hear back , I just think it’s disgusting how EE obviously know there’s a problem with the returns and trade ins with Royal Mail , but I wasn’t advised of this during the trade in process or made aware that it would be better to send with a private company , so now I’m lumped with a bill , that has completely put me off using EE or doing any further trade ins or business with EE or Royal Mail , as something just seems off about the whole experience , and clearly from the comments I can see it’s a regular thing , I feel bad for the other EE customers …
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