Lost trade in

[Stringy2010]

I did an early upgrade via the upgrade anytime on my iPhone 15 pro contract and have had nothing but issues with the whole upgrade process.

I upgraded my 15 pro to the 15 pro max as the battery life on the 15 pro was not the best.  I sent my 15 pro back via EE's supplied trade in pack on the 19th Feb, this was done in person at my local post office.  The tracking was updated the following day on the 20th Feb to say it had been received at the RM Warrington MC.

That was the last time it was updated so I emailed Likewise who did a warehouse search for the handset and confirmed they had not received it.  I was told by Likewise that I would have to contact EE regarding this as they would need some details from them regarding my account so they can process a claim for the lost handset.  A claim for £100 against a phone that I'll be charged £810 for.

I called EE today and was told that the issue is between me and Royal Mail and that I'd have to put the claim in myself, this is wrong as the postage was paid for via EE's business account with RM and I can't claim myself according to Royal Mail.

As far as I'm concerned I've done everything that was requested of me by sending it back in the supplied returns pack and kept the post office posting receipt and also tried to sort it out with Likewise directly.  If you think for one minute I'm paying £810 for a phone I no longer have because it's been lost by the company that EE have entrusted this process too then I think this is completely unfair.

[Katie_B]

Hello @Halandaar. 

Thanks for keeping us updated. 

I am very sorry to hear this has not yet been resolved. 

When you spoke with a manager, did they advise that this was now with our executive complaints team?

If not did they advise who would be calling within 48 hours?

Speak soon, 

Katie

[Halandaar]

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@Katie_B wrote:

When you spoke with a manager, did they advise that this was now with our executive complaints team?

If not did they advise who would be calling within 48 hours?

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Neither, the exact wording of the response from the manager on the chat was:

"I have looked into the details of this and come to this conclusion that it will require an interaction with our team over the phone, you can call them right now for it or I can request a call back instead as an exception. Once I request the call back, our team will get in touch with you as soon as they can in the next 48 working hours"

I said I would call if I was given the precise details of who I needed to speak to and a direct number for that person/team. The response was:

"Unfortunately there is no direct number, hence, I offered to request a call back instead"

After assenting to the callback, I asked why the "Message Us" team was not able to resolve my issue given they already had all the information required, and why I was being asked repeatedly to justify a compensation claim which Likewize had confirmed in writing was legitimate. They simply closed the chat. I then received a text on Monday from 150 informing me my complaint had been closed (3rd time, still no resolution).

[Katie_B]

Thanks so much for explaining this further @Halandaar. 

I have sent you a private message for more details. 

Speak soon, 

Katie

[rkelly1]

This is very similar to the experience I had. Multiple cases were opened and closed (without informing me) which essentially reset the timeframe for a resolution and masked how long it took/prevented it from moving to customer relations. It was never resolved.