EE recycle / Brightstar

[NLL]

Hello, 

I recently upgraded my phone to the iPhone 12 pro max and decided to use the ee recycle service for my old phone.

I was quoted £234 which would be paid into my account no later than the 29/12.

I haven't received the payment and I've been on hold for 40+ minutes with no answer. 

just want to know if there's an issue with the payment system and when I can expect the payment to be made. 

[Leanne_T]

Hi there @NLL

Thanks for coming to the community.

If you get in touch with Brightstar by calling 0208 732 3798 or you can email eeconsumer.uk@brightstar.com

They will be able to help you with your payment for the trade in 🙂

Leanne.

[NLL]

I would absolutely love to speak to someone however they don't answer the phone or respond to emails.

[Leanne_T]

Hi @NLL

I am very sorry we have no account access on the community to check your trade in.

If you can keep trying, the team will answer when an agent is available.

Thanks.

Leanne.

[NLL]

I've been trying and been on hold for almost 2 hours 40 minutes, it's impossible to get through and I can't keep waiting on hold forever.

it's disappointing EE recommend this company when their service is so poor.

I've basically given my phone away for free.

[Leanne_T]

Hi @NLL

How long ago did you email Brightstar?

Leanne.

[NLL]

The 20/12 x 2 emails

24/12 x 1 email.

29/12 x 1 email.

none have been replied to. 

[Dee60]

I am having the same trouble as you. At the moment I feel like we have been ripped off

[NLL]

@Dee60 If their payment system is down, then that's fine, I'd just like to know when I can expect payment for my phone, failing that I'd like my phone back and I'll sell it privately, 

i've contacted trading standards now to see where I stand and I'm just waiting on a response. I'll keep you updated 🙂 x

[Leanne_T]

Hi @NLL @Dee60

I am very sorry to hear this.

Have you spoken to our Mobile Care team on 150 to see if they can help you both get this looked into?

Leanne.