Missing return phone

laurenadamson95

I upgraded with EE and they sent me a returns pack to send back my phone. I sent the phone off as requested in December. In February they then claimed they had never received the phone and added charges to my bill which I argued against. They then told me they actually had the phone and didn’t need to worry to then see the charges re added in March. They said they never had the phone and it was miscommunication. They asked me to chase Royal Mail who advised me that I shouldn’t have to pay as I have receipt as proof of sending. When I track the parcel it just says Royal Mail have it from when I posted it and it’s gone no further so I’m guessing it has been lost or stolen. Where do I stand with EE ? Will I have to pay or can I argue it ? 

Thank you ! 

knightstyle

Did you or EE pay the return postage?  Whoever paid has a contract with Royal Mail and it is up to them to chase Royal Mail and claim compensation if no delivery is recorded.

matelodave

The problem is that proof of posting doesn't prove it was delivered.

If you send valuable stuff through the post you should pay the extra to have it insured by either the signed for or registered service. 

macman

If it was a tracked service then you need to claim against it as the sender.