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. 

[Christopher_G]

Welcome to the community, @moonlight_abyss.

I'm sorry to hear of your experience. I'm glad that they've located the device. I'm sure once they've realised that the device was delivered on time that they'll be able to sort this out for you.

Have you spoken to them since you received that email? Have they said why it's lower?

Chris

[moonlight_abyss]

Hi, 

No, I have emailed them 3 days straight. No answer. I have been on hold for another 2 hours today, no answer. 

It's appalling service. 

[Christopher_G]

Sorry to hear that, @moonlight_abyss

Is it the contact email address and phone number on this trade in help page that you're trying?

Chris

[moonlight_abyss]

Yes it is. 

I know it's the correct email as they replied 5 days ago, but since then, nothing. 

[NLL]

@moonlight_abyss 

Hello, I only managed to get mine resolved once trading standards was involved and I registered a theft case with the police. 

Pretty soon after magically they managed a chaps/bacs payment and I was paid the same day. They tried telling me that my bank had taken the money and they'd already paid it.

categorically banks don't stop any payments coming in - if theres anything suspect they will block your entire account - not the payment. They literally tried taking the absolute p*as out of me. 

I'd threaten action with trading standards - hopefully it will help speed things along.

[moonlight_abyss]

Thanks for the tip @NLL 

I sent another email today, so that's 5 emails in 4 days. I gave them until 4 pm to respond, or I would go to trading standards and I'm amazed, they responded. They are going to refund me the owed money. 

I will never again use this service. EE, if I were you, find a different company for your trade ins. Because Brightstar is ridiculous and should not be this hard to trade in a device. 

[Christopher_G]

I'm glad you managed to get sorted, @moonlight_abyss.

Thank you for the feedback.

Chris

[Sasha1791]

Do you know how long it usually takes between brighstar receiving your trade in device to when ee acknowledge the checks and sort out payment? 

[James_B]

Hi @Sasha1791,

If you selected a BACS payment, you'll receive it three working days after receipt and inspection. If you opted for cheque payment, you'll receive it five working days after receipt and inspection.

Hope this helps.

James

[Sasha1791]

I'm not too sure what type of payment method was used as it was an option to upgrade my phone early on a new price plan. 

When I entered my details and so on there was no real mention about how you receive the money just the total amount you expect to be getting.