Trade In From Hell !

[Karenmdm]

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Am having Same trouble with my trade in to LIKEWIZE ! 

I traded in my phone on the 25 June 2024  sent by tracked Royal Mail , they received it have proof of delivery so contacted them after 3 days told no update as yet after giving them the IME , contacted again after 7 days again no update so after two weeks tried again & was told warehouse busy no update & that they would send me a email when there was a update so finally after 3 weeks had a email saying phone processed & completed on the 23rd July 2024  & EE would be updated on my trade in so thought ok that’s done now & didn’t give it any more thought !! Until my bill came in for September!!  I’ve been charged  ** NON TRADE IN CHARGE £275 **  

Have  contacted EE via online chat about 20 times & am getting know where ! Contacted LIkewize via email about 20 times & all they say is there a third party EE need to contact them ? 

this is literally driving me insane !! I’ve sent my phone back as a trade in & now I’m being charged & Likewize have my phone but now I’m left with a non trade in charge that was completed & know one wants to do anything to sort this out ! 

After being on the phone last Thursday 10th October to EE customer service went through whole thing again & said I’ve really reached the end of my patience ! As if a trade in is done via EE I’m sorry but the trade in is the responsibility still for EE to sort out as if I had just sold my phone online then yes it’s my responsibility! But this was done via EE with the company they choose to process there trade ins . 

Will be calling tomorrow for update !

[Northerner]

Hi @Karenmdm 

I suggest you go via the complaints process.

https://ee.co.uk/contact-ee/complaint

Thanks 

[Karenmdm]

Tried the whole complaining it’s getting me know where ! EE say I need to get Likewize to contact them & likewise say they can not contact EE so the back & forwards began two weeks ago ! Even though it’s clearly likewise who have failed to inform EE of the trade in completion EE are literally not wanting to help track down my trade in with Likewize even when I’ve given them the trade in ref number & copied the confirmation email from Likewize they sent me when process was completed ! It was a iPhone 13 & if I had known  how much trouble this was going to cause me I would have just sold it privately but looking at the whole enticing trade your phone in for a new one with no charge I fell for it !! 

im at a loss what else to do I have the constant worry my phone is going to get disconnected as I carnt afford to pay the non trade in cost £275 & even if I did have it why should I pay ! They have my phone which they have basicly stolen from me as there not reporting the completion to EE & I have to pay EE non trade in fee !  So where’s my phone then ? I want it back ! I’m shocked that EE use such a bad company to process there trade ins ! 

[Katie_B]

Hi @Karenmdm 

I am very sorry to hear of your recent experience when trading in your old handset. 

Have you been able to speak with Likewize rather than email?

I would recommend calling 020 873 23796 between 9am - 5:30pm Monday to Friday.

Katie

[Karenmdm]

I’ve tried several times & it just says constantly every time I call our lines are busy then it cuts you off ! 

[Christopher_G]

Hi @Karenmdm 

Could you give it a try today please and let me know if you're able to get through?

Chris

[Karenmdm]

Have had a email reply back from Likewize saying same thing that if EE contact them they will confirm that the phone has been processed & completed ! How do I get EE to actually contact them ? EE complaints keep sending me a messege every few hours that there going to be calling in a few minutes about my complaint but they never call ! I have added the number they keep messaging on added to contacts so I know if I missed a call who it was from ! 

[azzastewart]

I'm having a similar issue. I've been on the phone to both EE and Likewise countless times. I'm yet to receive my packaging to return my trade in device. My 30 day limit is on a few days and EE are unable to send my details to Likewize to push this through. I've been lied to on the phone by EE, they suggested I'd be able to get a label emailed to me to speed things up. Was told 72 hours...however Likewize informed me that this is not possible on their end in any circumstance.

I'm really fed up and am waiting for the late fee charge to come my way shortly. Truly terrible service.

[Karenmdm]

I know it’s so frustrating! They make it sound so simple but when things go wrong they really just don’t want to know & make it difficult to contact anyone ! I’m astounded by the fact today I’ve received 3 text messeges from EE telling me someone will be calling in a few minutes to talk about my complaint ! No one has called lol I think it’s a joke honestly & has really made me feel like as long as they get there money every month when things go wrong though there not interested at all !! 

[Linzi_H]

Hi @Karenmdm 

Please reach out to our team directly so we can help further with this.

One of our Guides will be able to advise of the next steps and update your complaint case too.

Thank you,

Linzi