Trade in returned handset lost by Royal Mail

[Millywapz]

EE has just done the same thing to me , my question is how can the responsibility be yours , when EE provide return package and ask you to send this way , knowing it’s not safe , then expect you to pay the charges!!!! They’ve just tried to add £750 charges on my line which I won’t be paying and if I have to get rid of every device I have with this company I will , because it’s like they know that Royal Mail are stealing and they won’t do anything to protect their consumers and customers I find that sickening!!! Especially when you have tracking proof etc 

[Millywapz]

Even the fact you have to chase around and ring likewise yourself is a joke EE claim to be the best networking company , yeah only if you don’t do a trade in , then they become totally disconnected to you and expect you to run a marathon for a returned item they know you can’t control where it goes regardless this company is a shambles 

[Katie_B]

Good morning @Millywapz. 

I am so sorry to hear your parcel has been lost, I understand how frustrating this must be.

You have done the right thing by keeping your tracking information. 

The information provided by our customer care team is right, you would need to raise this the third party company Likewize. 

They can be contacted via email eeconsumer.uk@likewize.com OR by calling 0208 732 3798. Once they have been made aware of this a case will be raised and this will be investigated further. Some helpful FAQs can be found on our trade-in page.

Please get in touch and keep us updated here on the community. 

Katie

[Millywapz]

I’ve already raised it with likewise after having to call likewise 6 times and then EE 6 times as like wise , needed EE to phone them but EE doesn’t do that , luckily my EE rep sorted it for me! But I’m yet to hear back , I just think it’s disgusting how EE obviously know there’s a problem with the returns and trade ins with Royal Mail , but I wasn’t advised of this during the trade in process or made aware that it would be better to send with a private company , so now I’m lumped with a bill , that has completely put me off using EE or doing any further trade ins or business with EE or Royal Mail , as something just seems off about the whole experience , and clearly from the comments I can see it’s a regular thing , I feel bad for the other EE customers …
Sent from my iPhone

[Schockwave]

@Millywapz  Did you make sure that you have a proof of return slip for yourself? If you did not, then not sure what you can do, as you should have had that and can then prove you returned it.