No confirmation of receipt of my trade-in handset

[Kezzah]

I recently upgraded to the Galaxy S21 Ultra 5G and returned my old Galaxy S10 to Brightstar as part of the trade-in upgrade process.

Handset shipped on a Special Delivery service with Royal Mail on Feb 16th, delivered and signed for by Brightstar on Feb 17th.

Received threatening email from EE on Feb 22nd saying they will charge me £440 for my upgrade if I don't return my handset which Brightstar have already received.

Brightstar don't answer the phone, I have been on hold for HOURS. Brightstar don't answer emails, EE customer support tell me it's my responsibility to speak to them even though it's THEIR service provider.

With the looming threat from EE I'm really not sure what to do. I don't have £440 just laying around in case someone decides to rip me off like this.

[Leanne_T]

Hi @Kezzah 

Thanks for coming back to the community and letting us know. 

I'm glad this has now been sorted and can imagine this is a huge relief for you. 

Thanks for the feedback about the email you received. 

If you have any further questions, please let us know. 

Leanne.

[Qwerty27]

You say thanks for the feedback but I’ve just received the exact same email today 8 months later when I have the signature on my recorded delivery. A week ago!

My wife also had the email at the start of the week and spent an entire day chasing it. 

Needless to say this is the last upgrade either of us will do with you. 

I will also look for another internet provider. 

[Joe162001]

Clearly this issue hasn’t been sorted. I’ve just had exactly the same email along with ee trying to add £200 to my first bill which I still have to pay and they will then refund me (hopefully)

I sent this before christmas as I knew the period would be busy but I’m that frustrated with how many problems are happening that I will cancel my upgrade and move away from ee as it’s been no end of issues since getting a new contract.

Surely this process should be easier and less hassle for the customer?

Joe

[Jon_K]

Hi @Joe162001.

Welcome to the community.

I'm sorry to hear this.

I'd recommend getting in touch with our Customer Care team so they can take a look at the charge and help you to get this sorted.

Let us know how you get on.

Jon