I used EE's Trade-in Scheme to upgrade my phone recently and they had no records of it arriving. I had my returns package posted to an old flat, I asked them to resend it (not something you'd do if you weren't going to send it) and when they said it didn't arrive I reached out to them immediately. I spoke with a web agent who said that the fee would be waived, at which point I got rid of all the tracking details I had for the package as I thought the matter was closed. They then took £650 out of bank 2 months later and said the other agent shouldn't have said it and because I had no tracking info (which I got rid of when I was told the case was closed) there was nothing they could do. EE have bankrupted me after all my other bills for a full month and I have no way to survive because they led me to believe that the case was closed and decided on their own without telling me that it was reopened. I've been with EE for 5 years and cannot explain how much they've screwed me.