Trying to return my old device!

[Atuff96]

Need help! I upgraded my phone 2 months ago, in the agreement I am supposed to send my iPhone 13 to EE. Was told I would receive a bag. I have phoned EE 7 times keep getting told a bag is coming along with being told to ring LikeWise. Who have said they have no information regarding this. Totally fed up at this point and just want someone to actually help. 

[Ali_A · Accepted solution]

Hi @Atuff96 

Welcome to the EE Community

Usually if your trade-in bag has not arrived LikeWise would arrange a replacement to be sent out. 

However, as they have no information about your trade-in this will be the reason why you've not received any trade-in returns bag yet. 

In this situation you'll need to contact Customer Care team again who will raise a webform for the initial trade-in request to be re-processed over to LikeWise. 

Let us know how you get on. 

Ali

[Atuff96]

Upgraded my phone to the iPhone 15. In the terms of the new contract I have to send my iPhone 13 back. Trade in discount etc. I’ve been going round in circles for 2 months. Ringing EE and company likewise however nobody has a clue. Been told if I don’t send it back I’ll get charged but nobody is sending me a bag to send my phone off to. Never thought it would be so difficult 

[Ali_A]

Hi @Atuff96 

Sorry to hear of your experience in sending back your trade-in. 

The trade-in is processed by Likewise. They send out the returns bag and process the device once they receive it back. If a trade-in bag is not received they can send out a replacement bag. 

What did Likewise say when you contacted them about your missing trade-in bag? 

Ali

[Atuff96]

Hi,

They said to contact EE again. I did that and they told me to contact likewise. Can I just sell my phone privately now as this is beyond a joke.

[Katie_B]

Hi @Atuff96. 

Did the trade in discount your current plan?

Speak soon, 

Katie