topic Re: Do not Trade In - SCAM! Stolen phone! in Orders

Do not Trade In - SCAM! Stolen phone!

alduncstir12 — Tue, 18 Jun 2024 13:10:01 GMT

Just wanted to share my experience with EE trade in team and their partner Likewize,

I've been a customer with EE for 5+ years, and truly disappointed with their service. I upgraded my device and chose to trade in my old device, Samsung S20 FE, sent via Royal Mail Signed For Next day Delivery (1pm). It was confirmed as delivered by Royal Mail to Likewize (EE's partner who facilitate all trade ins), this was confirmed by a signature by staff at Likewize, and GPS location. Royal Mail confirmed it was delivered, however Likewize have advised they "never received it".

Executive Complaints haven't been much help, EE have offered to apply the trade in discount and £50 credit for the reimbursement of a £500 device. Really wish I hadn't sent my device, and just kept it to sell on second hand!

Do not send your device for trade in! One quick look over the EE community, shows this has been happening for years! EE say they are "not aware" of this, which sounds to me like their aware and condoning this issue, as other customers have posted about it for 2 and a half years, all over their EE community hub, which EE staff have frequently replied to!

Re: Do not Trade In - SCAM! Stolen phone!

Christopher_G — Tue, 18 Jun 2024 17:42:25 GMT

Hi @alduncstir12

Welcome to the community.

I know you've mentioned that you have been speaking with our Executive team about your complaint, but have you spoken with Royal Mail directly? If Likewize are saying that they haven't received it, Royal Mail will be able to launch an investigation into what has happened.

Chris

Re: Do not Trade In - SCAM! Stolen phone!

alduncstir12 — Tue, 18 Jun 2024 18:11:39 GMT

Yes, I've spoken to Royal Mail who advised it's been delivered, and signed for by Likewize - evidenced through GPS and signature, they have done their bit.

Re: Do not Trade In - SCAM! Stolen phone!

Christopher_G — Wed, 19 Jun 2024 06:38:02 GMT

OK, thanks @alduncstir12

It sounds like you have followed the correct complaints process in speaking with our Executive team. If they are unable to help further, you would have to discuss the next steps with your complaint with them.
Chris

Re: Do not Trade In - SCAM! Stolen phone!

MrsBClark27 — Thu, 20 Jun 2024 11:10:47 GMT

EE trade-in scam! Absolutely! I have the same story. Likewize claimed that device was not received in there warehouse. RM tracking shows it's stuck in Warrington Depot. Likewize and EE investigated. RM took responsibility admitting it got lost while in transit only covering £150 but not the price of the parcel. Now EE charging me for the remaining amount which is over £600. Now EE cut off my service as I told them I don't have the money to pay them. Total scam!

Re: Do not Trade In - SCAM! Stolen phone!

alduncstir12 — Thu, 20 Jun 2024 12:25:55 GMT

Sorry you have had the same experience - it's clearly a very regular issue which EE clearly don't want to address, and would rather ignore! Hope you get some sort of resolution!

Re: Do not Trade In - SCAM! Stolen phone!

Siran700 — Sun, 28 Jul 2024 08:59:28 GMT

I share your pain. Same happened to me. After 3 months of pointless contact with EE it’s now going to ombudsmen. I am not paying for this and will forfeit my line, credit rating and anything else that comes with that. Ironically also have another complaint about poor signal service due to the ammount of defective masts and engineer faults. I can sustain a call if I leave my town and travel 2 miles down the road.
Brining me lots of anxiety and stress.

Re: Do not Trade In - SCAM! Stolen phone!

Siran700 — Sun, 28 Jul 2024 09:02:01 GMT

Royal Mail are just as untrustworthy as you. Eg the horizon scandal !
why should customers continually battle against big toxic companies. What has the world come to!

Re: Do not Trade In - SCAM! Stolen phone!

Siran700 — Sun, 28 Jul 2024 09:04:29 GMT

Shocking. Same happened to me.
EE are increasing the financial burden of people with these repeat issues. Seems so unfair that the process is so sensitive to failure. And when it fails the customer is disadvantaged.

Re: Do not Trade In - SCAM! Stolen phone!

alduncstir12 — Sun, 28 Jul 2024 09:05:17 GMT

Sorry you're having the same situation. It was incredibly stressful to deal with. I'd encourage you to request to speak to Executive Complaints department and/or senior management regarding the matter, and provide via email some screenshots from this forum of customers experiencing a similar issue. Feel free to use mine. I finally got a resolution around 6 months after the incident. I did everything via email. If no resolution I'd suggest contacting the police, as if it's been delivered and signed for and 'disappeared', would suggest common theft.

Re: Do not Trade In - SCAM! Stolen phone!

Siran700 — Sun, 28 Jul 2024 09:07:38 GMT

Thanks for the advice. Already done the full executive team complaints process and got nowhere.

Sent from Sky Yahoo Mail for iPhone

Re: Do not Trade In - SCAM! Stolen phone!

markuk — Mon, 19 Aug 2024 12:35:31 GMT

Horizon was the Post Office. Royal Mail and the Post Office are completely separate companies.

Re: Do not Trade In - SCAM! Stolen phone!

Olivia80 — Fri, 13 Sep 2024 12:26:00 GMT

Biggest scam ever! Just had this happen to me and my partner!

Re: Do not Trade In - SCAM! Stolen phone!

Leanne_T — Fri, 13 Sep 2024 12:46:55 GMT

Hi @Olivia80

Thanks for coming back to the community.

How long ago was the device posted for the trade in?

Did you trade in more than one device?

Leanne.

Re: Do not Trade In - SCAM! Stolen phone!

DD30 — Fri, 20 Sep 2024 17:50:54 GMT

The issue is with EE trade in department and Likewise. I have had an issue which i picked up on before I sent my phone back to Likewise. The EE trade in department I noticed had put on the wrong phone to trade in, one I had not had. This was only picked up by me on an email I had received. I hesitated sending the phone back until I was sure the error was corrected. Likewise said it was fine as as long it had the correct imei number on the returns information. The complaints department asked me to check the returns package before I sent phone back, before I had time to do this I had a call from Ee to say that the wrong trade in package had been sent to me with the wrong imei number on. Now if i'd I sent my phone off to Likewise and not realised this then my phone basically would not exist arriving at Likewise.

Re: Do not Trade In - SCAM! Stolen phone!

Millywapz — Mon, 22 Sep 2025 19:31:39 GMT

Well EE have lied to you , and you have a case here’s why:

1. Responsibility for Goods Until Received

Under the CRA 2015, the retailer (EE, not you) is responsible for the goods until they are received back into their possession – unless you chose and paid for your own method of return.

Because EE gave you a prepaid envelope and directed you to use Royal Mail, they chose the return method.

That means the risk of loss in transit stays with EE, not you.

2.Your Obligation as the Consumer

The CRA only requires you to:

Take reasonable care of the goods while they are in your possession.

Send them back in the manner provided by the retailer.

You did that:

✅ You used the prepaid envelope EE provided.

✅ You got proof of postage (this is your legal protection).

3. Why EE Cannot Shift Liability onto You

Even though EE says:

“We don’t accept responsibility for items lost in transit.”That disclaimer doesn’t override your statutory rights. The CRA 2015 makes it clear: responsibility remains with the trader until the goods are received.

They cannot contract out of this legal duty. Their terms are unfair and unenforceable if they try.

4. Royal Mail’s Role

Royal Mail is EE’s chosen courier, not yours.

If Royal Mail loses the parcel, EE must pursue Royal Mail for compensation — not you.
You’ve fulfilled your duty by having proof you sent it.
5. Your Legal Position

You are not liable for the lost phone.

EE cannot lawfully charge you for it.
You can escalate this to Trading Standards, the Ombudsman (CISAS), or through a chargeback/Section 75 claim if they take money unfairly.

In short:

Because you used EE’s prepaid envelope and kept proof of posting, the Consumer Rights Act protects you — the risk is EE’s, not yours.

theyve Just done that to me , they have been reported to watchdog , ombudsman , trading standards , and also citizens advice. Because they are lying to their consumers and refusing liability when the liability lawfully is there’s

Re: Do not Trade In - SCAM! Stolen phone!

Millywapz — Mon, 22 Sep 2025 19:34:28 GMT

There you go pushing the liability when it is EEs liability this is why you are being investigated.

Re: Do not Trade In - SCAM! Stolen phone!

Millywapz — Mon, 22 Sep 2025 19:52:17 GMT

Lying again 😂😂😂

it’s not his liability….

Re: Do not Trade In - SCAM! Stolen phone!

Millywapz — Mon, 22 Sep 2025 19:55:22 GMT

EE/Likewise/Royal Mail are well aware of this happening and are being investigated they are also aware that they lie to you about liability.

if you have the receipt , and sent it back in the pre paid envelope you were never liable in the first place.

consumer rights act 2015

Re: Do not Trade In - SCAM! Stolen phone!

freddyhayz — Wed, 01 Oct 2025 17:43:52 GMT

I have had the same issue, I sent an S24 ultra 3 months ago, RM has confirmed it was delivered but now they are saying I sent a different handset, won't tell me what it is and are charging me £650 which I do not have.

As somebody said, this affects customers credit rating and has serious knock on effects for an issue that really is down to bad management.

Over 2 decades I have been with EE....what a terrible way to treat people.

I traded my EE phone in via EE.....so if a 3rd party company is involved how is it my job to sort it out with them? Doesn't seem right.