Trade in

[Xemma123]

My partner got a new contract with EE and as part of his deal he had to trade in his old phone. The new phone was delivered to our house and he was given a package with a pre printed label on it to take to the post office to send the old phone back to EE. He followed these instructions however EE have stated that when they received the parcel there was no phone in the parcel! My partner has a receipt from  the post office with the weight of the parcel on it and EE have said he has to take it up with Royal Mail. EE Have now taken £408 out of our bank account because they have said the phone was not in the parcel! He has filled in a claims form for Royal Mail however the maximum amount of money they will return is £100. Anytime he phones and speaks to EE they have said there is nothing they can do! Absolute disgrace! Has anyone else ever experienced this?

[Northerner]

Hi @Xemma123 

If you never paid for the extra mail coverage at the post office then this is a tough lesson to learn. They normally ask the value of the item and if you want the extra coverage, you must have said no. 

If I remember correctly it's your own responsibility to ensure the device is sent back safely. I don't see how EE can be responsible as let's be honest the package could have contained anything to the weight of the device. 

Unless EE will as a good will gesture reimburse some of the fee then you will just have to accept it and remember to take the extra mail coverage when posting in the future

Thanks

[Christopher_G · Accepted solution]

Hi @Xemma123

Welcome to the community. I'm so sorry to hear that your phone has gone missing before it arrived to us.

Our Trade In help page says: "Although we pay for the postage via a prepaid envelope, it's your responsibility to make sure your device is adequately protected in the envelope and insured for loss

.

Sorry, but we can't take responsibility for loss or damage."

Hopefully Royal Mail can help you further with this. 

Chris