Phone traded in but EE saying it’s been unsuccessful

[Jess1101]

I traded my iPhone 13 Pro Max in when I got the new iPhone 15 to knock £14 off my new contract. I have proof of delivery from Royal Mail and I received a text from EE saying that they had received it. I have had my bill through today but the trade in discount has not been applied so I spoke to customer services and they said that the trade in has been unsuccessful but they have not communicated this to me and when I asked why it was unsuccessful they could not give me a reason. Now I’m down a phone that I could’ve sold privately and I’m having to pay more monthly. 😡

Has anyone else had this happen to them? 

[Chris_B]

@Jess1101  They have to give you a reason why the trade in was unsuccessful. They cannot just say it was unsuccessful and you have to accept that.    

If you get no joy with that . 

Also ask for the device back as this should have been returned if it was unsuccessful.      They can not just keep it.