Handset Trade In - Billed for Not Returning Handset (Even with Proof of Delivery

[Ds1000]

Just want to vent my absolute frustration at EE.  After upgrading my handset in store and signing a new contract I returned my old handset using the supplied packaging from Likewise as per the trade in agreement.  Two months later I receive a whopping phone bill charging me £770 for not returning the handset.  I emailed Likewise who told me that they had not received the handset, to which I replied with the proof of delivery. They then told me they hadn't processed it yet and could i send the IMEI number which I cannot.  I asked them to remove the charge as the issue is not mine but they told me this is an EE issue. I have called EE twice, been given two different investigation numbers which were duly closed down with no further communication.  What is even better is that I have now been cut off ( I refuse to pay this charge).  I have submitted on an online complaint which I need to wait even more time for some form of answer.  What an absolute joke.  I have wasted hours reaching out to EE who just do not seem bothered.  There is no effort here at all, and I am being penalised with charges and phone disconnection for a problem which is not of my making.  Lets see if I actually get a meaningful response.  If by any chance someone who actually works at EE sees this, the two tickets I have had opened and subsequently closed are ID******** and ID********.  It seems that no information is actually stored on these tickets as the second agent I spoke with on the phone did not see any information about the earlier ticket I had closed for this.

[Mod edit: removed personal details]

[Linzi_H · Accepted solution]

Hi @Ds1000 

I can absolutely understand the frustration here, and I imagine receiving this bill came as quite a shock too.

I'm really disappointed that we've left you feeling this way, and I can't understand why your complaints have been closed off without any resolution in place. 

If you have submitted a complaint using our complaints webform, then a dedicated member of the team will get back to you directly within 7 days. I think after reading through everything you've explained above, this is definitely the best next step. The team can review the complaints opened on your account alongside any notes, and you will also be able to send them your proof of postage if they ask for this as well. I'm very confident they'll be able to help further.

Linzi 

[IslandGirl]

Absolute shambles. Both Likewise & EE. I had a similar but less dramatic experience. Took 3 months and many many long calls to resolve.

Did you get sorted?