Trade in package

[RKL90]

So I upgraded my phone and decided to trade in my old phone. I received my new phone Friday 29th January but still haven’t received my pack to send old phone back. I’ve tried ringing EE and Brightstar but been on hold too long. I’ve also emailed Brightstar and I’m awaiting a reply still. Is there anything else I can do as the 14 days are up today! 

[Katie_B]

Hello @RKL90. 

Thanks for coming to the community. 

You have followed the correct process and contacted Brightstar. 

When did you send the email?

Speak soon, 

Katie.

[RKL90]

Hi

I emailed them Tuesday 9th February and again yesterday.

regards

[Katie_B]

Have you had the chance to speak with our customer service team regarding exceeding your 14 days? @RKL90. 

Katie 🙂

[RKL90]

When I call 150 it’s hard to know which option to select so I’ve tried a couple but wait on hold for ages so gave up both times. I’ve also tried ringing Brightstar and again found myself waiting on hold. Can you advise which option to try so I’m not on hold too long? 

regards

[Katie_B]

Hello @RKL90. 

I would recommend any option to speak to our customer service team about account issues or our upgrades team themselves. 

Katie 🙂

[RKL90]

Ok I have managed to get through to someone via the “account” option and he has sent a complaint email and put a message on my account not to charge. He said they are aware there is an issue and unfortunately, I can either keep ringing Brightstar or wait for them to reply as they are a separate company. 

regards

[RKL90]

This is the email I have now received from Brightstar:

Good Afternoon,

Thank you for your email.

In order for us to comply with our data protection process we are unable to respond to emails sent from an unregistered email address.

Please resend your query from the email address registered to your account & we will be happy to assist.

I do apologise for any inconvenience caused.

Kind regards

Jess

EE Trade-In

I did send my query from my EE account registered email address! Does this mean they don’t know anything about my phone being traded in? Have EE not send them any information? 

[Katie_B]

Hello @RKL90. 

Thanks for keeping us updated. 

We have no account access here on the community. 

Our customer service team can confirm if your upgrade was placed using trade in. 

They can also check your registered email. 

I have sent you a private message for more information, 

Katie.