Do not Trade In - SCAM! Stolen phone!

[alduncstir12]

Just wanted to share my experience with EE trade in team and their partner Likewize,

I've been a customer with EE for 5+ years, and truly disappointed with their service. I upgraded my device and chose to trade in my old device, Samsung S20 FE, sent via Royal Mail Signed For Next day Delivery (1pm). It was confirmed as delivered by Royal Mail to Likewize (EE's partner who facilitate all trade ins), this was confirmed by a signature by staff at Likewize, and GPS location. Royal Mail confirmed it was delivered, however Likewize have advised they "never received it". 

Executive Complaints haven't been much help, EE have offered to apply the trade in discount and £50 credit for the reimbursement of a £500 device. Really wish I hadn't sent my device, and just kept it to sell on second hand!

Do not send your device for trade in! One quick look over the EE community, shows this has been happening for years! EE say they are "not aware" of this, which sounds to me like their aware and condoning this issue, as other customers have posted about it for 2 and a half years, all over their EE community hub, which EE staff have frequently replied to!

[Millywapz]

It isn’t your job , if you sent it back by post office and you kept the receipt , and you used the pre paid envelope , it’s against your consumer rights act 2015 you need to as EE for a deadlock
Letter and then complain to the ombudsman , EEs policy’s are misleading when they say they don’t take liability they have to because they can’t contract outside of consumer rights!

Sent from my iPhone

[Peter_W]

Good morning @freddyhayz.

Welcome to the Community, and I'm disappointed to hear you've been having so much trouble with this, too. 

I would definitely recommend getting back in touch with our team, as they should be able to help you dispute the non-return charge. 

Alternatively you can also raise this as a complaint directly with our dedicated complaints team, who will be able to review all the details of your case and work towards the best resolution possible. 

If you remain unhappy it's absolutely possible to send this to the Ombudsman for independent review as mentioned above, but we would always aim to get this resolved from our end when possible. 

You can find all the details you need on our complaints process in our complaints code of practice.

Peter

[Millywapz]

Yes ask for a deadlock letter from EE keep all the proof you have that you sent via prepaid envelope times dates etc , keep records of conversations with EE and likewise , do you have the original post office receipt ? If so forward your complaint after to the ombudsman , if you need help along the way I’m more than happy to help you….

Sent from my iPhone

[freddyhayz]

The problem is it hasn't been lost in transit, they are saying I sent a different handset back to them which is impossible. I even sent it in the original Samsung packaging. 

So it's a case of my word Vs likewize/EE. 

[alduncstir12]

Im sorry to hear you're having trouble too. I managed to get a resolution via the complaints team and requested it was continuously raised to the highest level of complaints. I also advised that this is a case of stolen property and would seek to report as an incident to the police if they did not find me a resolution. To give them their due, they eventually were good but my situation was slightly different as it had been signed for tracked via GPS and had "gone missing". 

@Peter_W  I'm very disappointed to see as per the multitude of comments from other EE users that this is a very common issue and EE have not taken any steps to resolve what is clearly a common, ongoing issue with your trade in dealer, Likewise. I assume EE are just happy to continue shelling out cash for recompensating their customers rather than address the issue? 

[Millywapz]

Challenge EE Directly


* Write to EE (email or recorded letter) stating:
* The date you sent the phone.
* Proof that you returned the correct device.
* That under the Consumer Rights Act 2015 and Consumer Contracts Regulations, the risk of the item remains with EE once you’ve returned it via their provided return method.
*
* Clearly state that their claim is false and request them to provide proof that the phone they received is not yours (IMEI/serial evidence).



3. Escalate to Deadlock/Ombudsman


* If EE refuse to resolve, request a deadlock letter immediately.
* Take your complaint to CISAS (the Ombudsman for EE) – they handle cases where a provider lies, mishandles evidence, or unfairly charges.


Sent from my iPhone

[Millywapz]

I’ve currently reported EE and likewise to watchdog BBC , local press outlet , ombudsman ongoing case , trading standards , they will be investigated ….
Sent from my iPhone

[Christopher_G]

Hi @alduncstir12 

We urge anyone who has an issue, such as this, with a delivery to contact our customer support team on one of the methods that @Peter_W posted above.

Each case will be fully investigated individually by a dedicated team, who will let each customer know the outcome of their case. 

If necessary, customers can follow our complaints code of practice to take it further.

Chris