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. 

[NLL]

I haven't spoken to someone directly, I did call this morning but as no options eluded to being able to assist with this I put the phone down @Leanne_T 

[Dee60]

I am on the phone to 150 now, they are trying to sort it out for me. Thank you for your help.


Get Outlook for iOS

[darren0307]

Same here, I posted mine on the 17th December.....

I do feel as EE's recommended partner they should at least be able to give us an update

[NLL]

@darren0307 I've still had no payment for my phone. No returned communication from

brightstar and EE mobile care have said I need to call back in about a weeks time and they will follow up for me, really unimpressed with the service to be honest. 

[DH1212]

Has anyone received their payment yet. I sent mine off last week but now wishing I hadn’t! 

[NLL]

I did in the end, but it was an absolute joke. I hope you get it resolved @DH1212 

[DH1212]

@NLL @Thank you! I have tried to call but was on hold for over an hour! May just wait it out for a bit longer! 

[gc264]

Hi,

I'm having exactly the same issue. Royal Mail have confirmed that Brighstar received my phone on Tuesday and have since had radio silence. I've been on hold so far for over 40 minutes and cannot get through. EE say they can't help as it's Brightstar's issue - I think it's totally disgraceful that EE recommend this company when it seems like a huge nightmare!

[Leanne_T]

Hi @gc264

Thanks for coming to the community.

Have you been able to speak to Brightstar since you posted?

You can also email eeconsumer.uk@brightstar.com to get your trade in looked into.

Leanne.

[moonlight_abyss]

Honestly, the service that I have received from Brighstar is disgusting. I sent my iPhone 11 Pro Max as soon as I received my pack - recorded delivery. They signed for it on Christmas Eve, which I have proof of from Royal Mail. I thought okay, it's Christmas, so I understood it may take until New Year for the money to be processed. I have sent 13 emails from the 4th of January chasing this and been on hold for a total amount of 3 hours. After 4 days of emails, they advised that they had not inspected it and started asking for my tracking information. I asked if they had received it, and at no point did they actually confirm this. 

It's now the 21st January and I have received an email saying, we've received your device with a lower quote. So, should have been £570, they have said £501. 

I've again, called and emailed asking why the cost is lower, as on my paperwork from EE, it stated, quote date - 20/12/2020 and that it expires on 03/01/2021. They received this device in time. Why is it lowered without any explanation. 

Any help would be appreciated, as I feel like I am tearing my hair out, chasing them everyday for a response.