EE haven’t asked for my upgrade trade in phone

[Tracy6873]

So I upgraded to a new phone with the trade in deal…. I received my new phone the next day and expected to get an envelope to return my old phone within a week, never happened, so I rang EE spoke to someone they said to contact Brightstar which I did, I explained my situation and they said they had no record of my phone, so I again contacted EE to be told to wait a day or 2 and try Brightstar again, I did this and they said they still had no record but would send an envelope and open an account, I’ve waited and nothing, so I rang again checked they had my details etc and I’ve waited another 2 weeks for the envelope to arrive, NOTHING…. I spoke again to EE they basically said it was out of their hands now and I need to deal with Brightstar….

can anyone help? 
I don’t want a massive bill saying I’ve failed my part of the deal and now owe money… 

[Christopher_G]

Hi @Tracy6873

Welcome to the community.

What it the latest thing you've heard from Brightstar about this? When was the last time you spoke to them?

If there was a trade in involved with your upgrade, you should have received packaging to send the phone back in.

Chris

[Tracy6873]

Hi Chris 

I last spoke to Brightstar 9 days ago and still haven’t received anything.. 

like I stated they told me twice they’d send me the packaging but still nothing 🤷‍♀️

[Leanne_T]

Hi @Tracy6873

Thanks for coming back to us. 

I would suggest giving them another call, they will get this looked into further for you. 

Thanks. 

Leanne. 

[Tracy6873]

Hi Leanne 

I tried again yesterday and got the same generic response, “they’ll send an envelope to return my phone” again I checked they had all my correct details! 
I won’t hold my breath waiting for the envelope to turn up.

I’m already way over the 14 days to return my phone so if I get charged I will seek legal advice in regards to this, I’ve noted all calls to both EE & Brightstar (times dates responses etc) 

[Leanne_T]

Thanks for coming back to me @Tracy6873

If Brightstar are aware this has not been received you should not be charged for this. 

Please let me know if you get any charges are the trade in pack does not arrive. 

Leanne. 

[Tracy6873]

Hi Leanne 

thanks will do 

[Leanne_T]

No problem @Tracy6873

All the best 🙂

Leanne.