Vodafone refund

Goldengreenfinn

HELP PLEASE

I refused to accept a PAYG mobile on 25 July and still haven't received my money back. I have emailed, phoned and even sent all correspondence and telephone log by special delivery and still no money. What do I do next. Trying to speak to someone in authority is impossible.

grumbler

Contact your card provider and ask for 'charge back'.

Having said that, did you have any serious reason for not accepting the phone? I feel really sorry for retailers when I hear such stories.

chanz4

yeah people should be made to pay at least the carriage if refused.

gjchester

Goldengreenfinn wrote: »

HELP PLEASE

I refused to accept a PAYG mobile on 25 July and still haven't received my money back. I have emailed, phoned and even sent all correspondence and telephone log by special delivery and still no money. What do I do next. Trying to speak to someone in authority is impossible.

Why and how did you refuse it and in what timescale did you return it?

Goldengreenfinn

Hi gjchester

I tried to cancel the order before it was confirmed or despatched by phone and thought I had then the next day the order was confirmed and later despatched. The reason I cancelled was because my husband had bought the same phone for me as a surprise, wish I had just told him to take it back I didn't want it but that would have upset him. I then spoke to the on line sales response team and they told me just to refuse to accept it and phone them back when I had done it and they would refund my money once the phone was back in the warehouse. I checked on the 27th July if it was back and they said it was back in their warehouse and I would be refunded in the next few days. I would have been quite happy to pay for the carriage if I hadn't tried to cancel before the order was even confirmed but I think I have more than paid for the cost of the carriage by then number of 0870 numbers I have called and never spoken to the same person twice. I now call Vodaphone House in Newbury and they just transfer me to a customer service call centre in Scotland. I have also been in touch with my credit card company who need a promise of a refund in writing before they can act - how do I get that when I get told by customer services they are only there to help with problems on a phone not refunds and are unable to put me through to someone who can. Sorry for going on but I really don't know what to do next.

Goldengreenfinn

Hi Grumbler

The reason I returned the phone was because my husband surprised me with the phone I had ordered, I wish I had just told him to take it back and get his money back but I didn't. I did try to cancel the order before it was confirmed by Vodafone and thought I had but it was despatched nevertheless. I would also have been quite happy to pay to return it but the online sales team told me to refuse to accept it and they would refund me when it was back in stock. I am sorry your sympathies are with the retailer but in this instance I do feel I did everything I could to stop the order and save everyone the extra work.

Techhead_2

In your situation I would send a formal complaint to Vodafone outlining the facts and giving them a reasonable time to refund you (say 10 days ).

Do a search on the forum for LBA (letter before action) for what to send if you still get nowhere.

Alternatively, have a look at the Vodafone complaints thread and use the contact details for their Web Relations Team.

NewStudent

Vodafone are the worst UK company for any form of customer service. They have no standards at all.

Vodafone

Hi Goldengreenfinn,

I am sorry to hear that you have not yet received your refund. I can sort this out for you. Drop me an email to the address here and include WRT135 FAO Heidi in the subject and a link to this thread. I can then make sure this is processed correctly.

Hi NewStudent,

I am disappointed that you feel this way. If you have anything that I can help with then I will be more than happy to. I also posted to you in the thread here but didn't receive an email from you and assumed that your issue had been resolved. If it hasn't, you are more than welcome to contact me.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

NewStudent

Sorry VCR I did not visit that thread after I posted. I will email my problem. Thank you.

Buzby

Interestingly, you are fully covered for a change of mind under the DSR (Distance Selling Regulations) so if the supplier refuses to play ball, you have the DSR behind you if your bank refuses to reverse the transaction.