topic Re: Trade in phone sent but not received in Contracts & Billing

Trade in phone sent but not received

GBG2009 — Sat, 05 Apr 2025 08:21:47 GMT

Hi,

I recently upgraded my phone and was sent the trade in pack a few days after receiving the new phone.

I have sent my old phone back in the pack provided, going in to the local post office on the 31st March where the package was weighed and scanned and a receipt was given. I did not pay for special delivery as I assumed after the package being weighed/scanned there would be no issue.

I am still receiving text messages telling me to return the old phone when I already have over a week ago...

They are threatening to add £380 on to my next bill which I cannot afford.

Is there anyway of resolving this?

Thanks in advance.

Re: Trade in phone sent but not received

chistery — Sat, 05 Apr 2025 08:57:20 GMT

Hi @GBG2009

What does the tracking show? Has it been delivered?

Re: Trade in phone sent but not received

GBG2009 — Sat, 05 Apr 2025 09:09:47 GMT

Hi @chistery

Yes just checked the tracking and it is showing as delivered on 31/03/2025.

I had actually sent it on the 28th, not the 31st

Thanks.

Re: Trade in phone sent but not received

Chris_B — Sat, 05 Apr 2025 09:14:36 GMT

@GBG2009 It has to be processed as a return and it showing as delivered just means it’s been received. But I’m surprised it’s not been done yet.

Re: Trade in phone sent but not received

Northerner — Sat, 05 Apr 2025 09:14:56 GMT

Hi @GBG2009

Probably not processed yet then.

Thanks

Re: Trade in phone sent but not received

GBG2009 — Sat, 05 Apr 2025 09:44:42 GMT

@Chris_B

Yeah I'm surprised as well that it's taking so long to process. Just worried about getting hit with a big bill when I have sent it back within the timeframe given.

Assume these text messages from EE are auto generated up until the point the return is processed?

The deadline is the 8th so will wait until Monday and if it hasn't changed I'll phone them.

Thanks for getting back to me.

Re: Trade in phone sent but not received

GBG2009 — Sat, 05 Apr 2025 09:45:27 GMT

@Northerner yeah seems like it.

Will wait until Monday and if it hasn't updated I'll phone them.

Thanks for getting back to me.