Trade in phone sent but not received

[GBG2009]

Hi,

I recently upgraded my phone and was sent the trade in pack a few days after receiving the new phone.

I have sent my old phone back in the pack provided, going in to the local post office on the 31st March where the package was weighed and scanned and a receipt was given. I did not pay for special delivery as I assumed after the package being weighed/scanned there would be no issue.

I am still receiving text messages telling me to return the old phone when I already have over a week ago...

They are threatening to add £380 on to my next bill which I cannot afford.

Is there anyway of resolving this?

Thanks in advance.

G

[chistery]

Hi @GBG2009 

What does the tracking show? Has it been delivered? 

[GBG2009]

Hi  @chistery 

Yes just checked the tracking and it is showing as delivered on 31/03/2025.

I had actually sent it on the 28th, not the 31st 

Thanks.

[Chris_B]

@GBG2009  It has to be processed as a return and it showing as delivered just means it’s been received.    But I’m surprised it’s not been done yet. 

[Northerner]

Hi @GBG2009 

Probably not processed yet then. 

Thanks 

[GBG2009]

@Chris_B 

Yeah I'm surprised as well that it's taking so long to process. Just worried about getting hit with a big bill when I have sent it back within the timeframe given.

Assume these text messages from EE are auto generated up until the point the return is processed? 

The deadline is the 8th so will wait until Monday and if it hasn't changed I'll phone them.

Thanks for getting back to me.

[GBG2009]

@Northerner  yeah seems like it.

Will wait until Monday and if it hasn't updated I'll phone them.

Thanks for getting back to me.