Trade in returned handset lost by Royal Mail

[danmarkfurness]

I recently upgraded my phone. Received the new handset no issues and then a couple of days later I returned my old phone in the returns pack that was sent out. Didn't think anything of it and have done this a few times over the years with no issues. 

Following the tracking of the device it became apparent that there was an issue as it had not updated for well over a week. Checked with EE to see if it had been received and then contacted Likewize who are the trade-in partner. Eventually they received a package but with a letter explaining the item was not there. So someone has made off with the phone 😞 I never insured it myself as I anticipated it would arrive and the package was covered. Lesson learnt. 

The cost of the handset is now on my next bill which I have cancelled Direct Debit for as cannot afford to pay all that out at once. Hoping to speak with someone and setup a payment plan over a few months. 

Anyone else suffered a similar fate?

[Katie_B]

Good morning @danmarkfurness. 

Welcome to the EE Community. 

I am sorry to hear this has happened. 

Have you been able to check with Royal Mail if you are able to make a claim?

Katie

[danmarkfurness]

Hi Katie,

I never raised the issue to Royal Mail as Likewize said they would raise a lost in courier but would only cover £100 of the value. So I left it at that but now the amount for the missing phone is going to be paid back with a payment plan. 

I am still thinking to try with Royal Mail however not sure how I would prove it was a returned phone as I only took note of the tracking number. Next time I shall cover it further myself. Previously sent 2 back with early upgrade and they were fine. 

[Superman1988]

At the moment I’m in the same boat, posted my trade in on the 12/11 of this month via red postal box  only to be getting text reminders that they have not received the phone. Unsure on what to do as I have no tracking or proof that it has been posted. I’ve never had problems with doing it this way over the years but now I’m getting slapped with a nearly £800 phone charge and won’t be able to afford to pay it.

[Lunalost1982]

Can I claim lost in courier with EE and Royal Mail?

[Katie_B]

Hello @Lunalost1982. 

I am very sorry to hear that your parcel has been lost in transit. 

I'd recommend giving us a call and reporting this to our customer care team. 

Katie

[Lunalost1982]

Hi, my phone was ‘lost’ by Royal Mail. They are saying they can’t contact Likewize and that I have to.

Likewize are saying EE need to contact them directly! So frustrating!

What happened with you please?

[Lunalost1982]

I have used EE Guides online, (3 hours and still no help) was told I had to contact Likewize, which I did. But Likewize say EE needs to contact them directly! I was told by one EE guide that they had emailed Likeize, then another said not able to email! I have started a complaint.

So it is better to ring?

I just want EE to contact Likewize!

Email from Likewize: 

Good afternoon

Thank you for your email 

I'm uncertain as to why you are being told by EE that they cannot contact us directly.

We have EE agents contacting us daily and this process was put in place by EE themselves.

EE needs to contact us to ensure that your bill is affected when the claim is raised.

As we are a third party company from EE we would not be able to do this for you.

Please contact EE again and request they contact us to do this as this is we are unable to offer further assistance until they do.

Kind Regards

Sam

EE Trade-In

[danmarkfurness]

It's a complete waste of time and energy trying to get both companies to speak with one another. My issue went on for nearly a month. I was reassured in the region of 3 times that EE had sent a request for further details to Likewize and each time I was informed it had never happened. 

Likewize contact I spoke with was easier to deal with. He kept me updated along the way and informed me what my options were. Eventually I had enough of being messed around and raised an official complaint on EE website to which point I actually felt like I was being taken serious. Someone called me and went through my options - which were non existent and although the package was insured, because I had not also paid myself for tracking I was liable less £100 which eventually was added as credit to my bill. I was not impressed as one agent on chat pretty much advised me the cost of the phone would not be lumped on me. 

It was, so I immediately cancelled my Direct Debit and had to work through a payment plan which pretty much made my contracted allowances worthless. I think I paid £15 a month after an initial lump sum but had everything stripped back and my data allowance was gone in days. It took 4 months or so to pay off the balance of the new phone and now I am back on my usual tariff. So going off my personal experience, if you come out with a different solution I'd be absolutely flabbergasted. 

[Lunalost1982]

Thank you so much for  your reply. I have made a claim with Royal Mail so hopefully that will go more smoothly!