Any suggestions to get an issue with the EE early trade in system sorted

[ColinEdwards]

Any suggestions to get an issue with the EE early trade in system sorted.

In November last years I went with the EE early upgrade process to get my phone upgraded. The new phone arrived and a few days later the self-addressed returns envelope also arrived. I wiped the phone and put it in the provided self-addressed envelope and took it to the post office as per the instructions. The post office gave me a receipt for the sending of the phone.

Everything was ok until a couple of months later and I received an additional cost of £558 on my phone bill. Contacted EE and they informed me that the phone had not been received and asked if I had the returns receipt. It took me a few hours to find but I called back with the receipt details. The EE Customer Service person put together a case with a photo of the receipt and escalated the issue. A few days late the £558 cost showed as paid in my account.

A month later. I have an epileptic teenager who has had a fit on the way to the school but in the past and because of this we ask he sends a text when he gets on the bus. One morning I didn’t get this text and out or worry tried to call his phone. I got the EE automated message to say my account was suspended. As I know I paid the bill as I have done for the past 15 years I checked my account online and the £558 was back.

I logged a call with the Customer Service Team again and they escalated the issue. I got a call from EE asking if I could contact Royal Mail and chase the package. I thought this was a bit off and felt that as the package wasn’t in my name and was a processed arranged between EE and the third party. The call was escalated.

After a few days of not receiving a call from EE I emailed the customer service person I have been speaking to and said I hadn’t had a call yet. A while later I got a call and spoke to a team leader who took all the information and went to speak to the “Executive Customer Resolutions team” who again said this was my issue and I need to chase the package myself.

What steps do I have to deal with this ridiculous situation?

[Christopher_G]

Hi and welcome to the community, @ColinEdwards. 

I'm sorry to hear that your line was suspended because of this. Have you spoken to Royal Mail about this? If our Executive team are advising this as the next step, I would definitely recommend following it, just to find out what happened to your parcel. When you took the device in to return it, did they ask you the value of the item and advise the best way to send it?

Chris

[ColinEdwards]

Hi Chris. I will speak to the Post Office but they will have no track of me as a customer. The returns was arranged between EE/Royal Mail and there were not details of mine on the returns envelope.

I have been told I can make a claim with Royal Mail and if lucky will get up to £100 back. Or go to the ombudsmen if I wanted.

Very unhelpful service from EE and it looks like they are happy for a customer (of 15 years) that followed the official process to be out of pocket without any help. Everyone that uses the early upgrade process please be aware of this disgraceful service.

[Christopher_G]

OK, thanks for explaining further, @ColinEdwards.

I've sent you a private message to get some information from you. Could you have a look and get back to me please?

Thanks

Chris

[ColinEdwards]

I have already spoken to the Executive Customer Resolutions Team and they are far from helpful. Referring me to track the package myself with Royal Mail and if I’m lucky claim £100 for the lost package (they arranged the returns process for). Alternatively take it up with the ombudsman myself as they are not going to help be further.