Returning Equipment not updated

[Herbhead]

Recently I have upgraded my Router to Wifi 7, under the order I have to return the old devices.  I received the packaging from EE, packed and shipped the items back to them and I have a POD from the 15th November.

However it is still logged as 'Waiting Return' on the order and I keep getting reminders via text and mail to return the equipment by the 23rd December otherwise I will be charged £135.

I have tried calling EE numerous times to get this sorted but get fed up with being on hold (busy life / other things to do). 

Anyone any ideas if there is a mail address I can contact to sort this?

[Minkey1]

I’m expecting the same with a duff WiFi Extender I returned and had tracking show as delivered yesterday. This is after Exec Complaints had told me I wouldn’t need to return the dead one 🤦🏼‍♂️

Last time I had this (old BT SH2) I “from’d” and “to’d” the reminder letter and sent it back with tracking details and got a call to say they’d got it but were behind updating records. I read somewhere it can take up to 3 weeks to log returns.

Hopefully they’ll get round to logging it by 23/12 🙏🏻

[Christopher_G]

Hi @Herbhead 

Welcome to the community.

Hopefully you'll get a message soon to say that it's been scanned in and processed. Keep a hold of that proof of delivery, in case there has been a problem. If you would like to discuss it and ask someone to check up on it, I recommend speaking with our customer service team.

Chris

[Herbhead · Accepted solution]

I did not realise but there is a messaging service via the EE App.  Contacted them (you) today and the issue has been resolved within 30 minutes (most of that time was me not being able to reply straight away)

[Leanne_T]

Hi @Herbhead 

Thanks for coming back and letting us know 🙂

Glad this has been sorted for you. 

Leanne.