Phone upgrade. No trade in package sent

[Caleb211]

Hi, 

I received my new phone today after a small period waiting for the phone to return into stock, I upgraded with the offer requiring you to also trade in your old phone to reduce an upfront cost on the new phone. 

my issue is that I received the phone but the only thing it came with was a leaflet about joining EE and not the additional packaging to return the old phone and shipping label etc.

 I’m stuck with what to do as I don’t want to be charged a penalty and upfront cost for something that’s out of my control currently. 

thanks 

Caleb 

[Christopher_G]

Hi @Caleb211

Welcome to the community and thanks for upgrading.

I'd recommend speaking to Brightstar, who organise the returns, to find out what's happened with your return pack.

You can find their contact information at the bottom of the trade in help page.

Chris

[Caleb211]

Thanks for your reply.

I’ll have a look at the details now.

Annoyingly I foresaw that this would be an issue, low and behold no package
arrives to return it and now I’m just waiting to be charged next and start
that process.

Many thanks