Trade In “Likewise” is a scam

[Itsngaddafi]

I have never experienced something like this before! I have got in touch with the “upgrades and retention” team to see if I can reduce my plan. I was paying over £100 and couldn’t keep up as it’s far too expensive when I can get cheaper plan elsewhere.

was offered a plan and because I had upgrade anytime I was told I could change to flex pay and trade in.  

On the point of sale I was told that I would have to trade in my phone which is fine  and was also pressured to accept the offer when I asked for time to think. I had 48 hours to think but I was told the offer might change.  

The experience was poor and to top it up the phone was lost in trans it and what ee did about it ? They charged me £550 for a 12 months old phone that was perfectly fine. 

to cut the story short, I spent 6 weeks speaking to different people and no one had the right answer! Incompetent advisors and unfair terms and conditions. The complaint now is in the hands of the ombudsman and whether I get the money back or not I will be leaving ee at the first chance I get. 

I just don’t get how Ee operates and why they are working with likewise. It’s definitely not going smoothly and many people are being affected. 

I am now in debt because I couldn’t pay my rent so really why should I trust any of the advisors, team leaders or how EE operates!!  

bye! 

[Christopher_G]

Hi @Itsngaddafi 

Welcome to the community.

I'm really sorry to hear of your experience. If your complaint is with the ombudsman, it sounds like it has gone through our complaints process, and there wouldn't be much any more we could add here.

Please keep us updated with what happens with your complaint.

Chris

[Olivia80]

Same happening to me!! My line has been suspended. What's happened regarding your claim? Thanks

[Siran700]

Exactly the same situation that I am in. 
I feel your pain.  See my post 

EE just  blame likewise, the Royal Mail or the customer. 

disappointed after nearly 2 decades of loyalty with EE. 
im off too.  Good bye EE 

[Itsngaddafi]

Hi Olivia, 

Erm I don’t know what to say. After a long complaint process with my the ombudsman. They have decided that I am still liable despite the fact that a lot of people are struggling with the same issue. 

it will be interesting to see what other decisions they have made regarding similar circumstances. They were just as useless. 

 @Christopher_G  it seems a lot of people experiencing the same thing. Maybe it’s time to look for an alternative safer option like asking people to hand in their handsets at the store like O2 does before a court claim comes and bite you in the face. 

[LJH24]

When I did the same thing I investigated what would happen if my trade in device was lost in transit. Once I knew it was my responsibility I sent it via Royal Mail and paid a bit extra to have it insured. If it was lost in transit I would profit £400! Alas it arrived exactly where it was supposed to exactly when it was supposed to

[garybs29]

The phone being lost in transit is not EE's fault so hardly a "scam". Perhaps that reason is why they suggest the option with royal mail that is insured etc against that. If you didn't take it & 3rd party lost the phone hardly EE's fault

[Rob19611]

I have had a very similar experience. I decided to upgrade my Oppo Reno 10 for the Google pixel 9. I went in to my local EE store 10/12/2024 and they were great, they talked me through the process and I signed up. I got my shiny new pixel 9 and off I trot. I was told I would receive an envelope to post my Reno 10 in as part of the deal and I had 14days to send in the Reno. Envelope arrived 4days later (leaving 10 days on the deal). I took the phone to my local post office and paid the lesser payment (still recorded delivery) and off it popped. I then rang EE customer services on the 30/12/24 to ensure it had been received (things were feeling just a little dodgy) so I checked. I was told by a customer rep the Reno had arrived at likewise 20/12/24! No probs, brilliant. 5/3/25 you can imagine my surprise when £194 disappeared from my account taken by EE!!! I immediately rang EE and asked why? Likewise "apparently had not received my Reno 10" , after many calls to EE customer services and being told by some I had to claim from the post office, some saying they had spoken to likewise and been told "yes the Reno was received by likewise in the 20/12/2024" and "I would be refunded within 72hrs", this whole scam still rumbles on. I have tracked the Reno 10 and it was definitely delivered to likewise Crewe depot on the 20/12/2024. I won't give up on this, and why the hell should I be doing all this chasing about?? I did my bit posting a perfectly good phone for the upgrade. As soon as my contract ends, I'm out! I've been with EE for years and never missed a payment. Absolutely disgusting.

[Linzi_H]

Hi @Rob19611 

Thanks for coming to the Community. 

I'm disappointed to hear you're still having to chase this up with us. Have you submitted a complaint? 
If not, I would suggest using our complaints webform so your concerns can be reviewed.

Linzi