Delay on trade in package

[beccathomas1]

I can’t get through to EE to let them know there’s been a delay on my trade in package, they’re saying the system is down. If I haven’t sent it by the 9th they’re threatening to charge the extra £15 per month. How do I go about letting EE know that my package hasn’t arrived?!

[Christopher_G]

Hi @beccathomas1

Welcome to the community.

We'll do our best to help you. What's the problem with your trade in? Is it that you haven't received your return packaging?

Chris

[beccathomas1]

Yes, I have contacted the trade in team who are sending out a new package. The old iPhone should be arriving to EE by the 9th but I can’t get hold of EE support system to update them in the delay. Worried I’ll be charged. 

[Leanne_T]

Hi there @beccathomas1

Thanks for coming back to us. 

If you can give us another call on 150, our Mobile Care team will be happy to help make sure no charges are applied for the trade in. 

Leanne.