I can't return my old device, no jiffy bag

[cultavix]

Hi

I received a brand new iPhone 12 Pro as part of my "smart" plan, where I can upgrade every year. I was supposed to have also received a "jiffy" bag for me to return my old device, but even after several calls to EE to send me a new one, I am still not receiving anything.

What can I do? 

Please help as I don't want to be liable for any extra costs.

Thanks

[Katie_B]

Hello @cultavix. 

Thanks for coming to the community. 

What was advised when you last spoke with our customer service team?

When was this call?

Katie.

[cultavix]

Hi,

Last week, I was told that another bag would be sent.

[JohnnyC]

I have upgraded the Other Week. Takes about 8 days for the envelope to arrive and send it special delivery because your insured that way if it goes missing. Also put your details in the envelope unlike me who just sent the phone.

[JohnnyC]

Also its not EE that actually send you the envelope its a company called Brightstar.

[cultavix]

I've been waiting for over a month. I've called EE several times and been told on 2 occasions that I bag is coming. Is there anyway I can just send it myself?

Thanks

[Katie_B]

Hello @cultavix. 

Have you tried contacting Brightstar?

Katie.