Hi there,
I upgraded online back in early December. Even thought the phone was in stock, it still took until 19 December for the phone to be dispatched to me.
I sent my old phone back on the same day, I was advised by Royal Mail that it would not be sent until the Monday (21st) and was subsequently received by the trade-in company on 23 December.
On 24 December I received a text message from EE saying that because my phone had not been traded in, I would be received a £450 charge on my bill.
I’ve subsequently spoken with the customer services team, and they have apparently sent an email to the trade-in company to confirm receipt of my handset. She told me she would call me back on 30 December to confirm I would not be charged but she did not call.
I sent the phone back via special delivery (and I’m glad I did) so I can see the handset has been received and signed for on 23 December.
I would appreciate it if someone could confirm that my bill will not be charged with £450. I was on hold for over an hour to get through to customer service today and gave up in the end.
Thanks in advance.
