o2 Recycle refusing to return my phone

Silk

MrMister wrote: »

unfortunately not.

That will make life difficult.
Without evidence showing that the phone that is being withheld is the same one as you purchased, it will be a gamble to issue proceedings against CEX.


Unless the finance is cleared I can't see them releasing the phone to you.


At this stage I would write to CEX and ask them to confirm that the EMEI number of the phone they sold you is the same as the one that is flagged. I'm pretty sure they are obliged to keep records of the EMEI numbers they take in, they then check them against the data base before handing over the money.

d123

MrMister wrote: »

I bought it online, and it only came with a delivery note, no receipt.

Go to the CEX website and login, go to the "My Account" tab and then click on "Order Tracking", click on "Completed Orders", click on the number under "Order ID" and the details of the order are shown.

d123

Silk wrote: »

That will make life difficult.
Without evidence showing that the phone that is being withheld is the same one as you purchased, it will be a gamble to issue proceedings against CEX.


Unless the finance is cleared I can't see them releasing the phone to you.


At this stage I would write to CEX and ask them to confirm that the EMEI number of the phone they sold you is the same as the one that is flagged. I'm pretty sure they are obliged to keep records of the EMEI numbers they take in, they then check them against the data base before handing over the money.

Just so he doesn't look like he is just using terms he doesn't understand, it would be better for him to get the basics right.

It's IMEI, not EMEI.

Silk

d123 wrote: »

Just so he doesn't look like he is just using terms he doesn't understand, it would be better for him to get the basics right.

It's IMEI, not EMEI.

I must be having a bad day lol

d123

Silk wrote: »

I must be having a bad day lol

LOL, I know the feeling .

Silk

d123 wrote: »

Go to the CEX website and login, go to the "My Account" tab and then click on "Order Tracking", click on "Completed Orders", click on the number under "Order ID" and the details of the order are shown.

If that works and shows the numbers as a match that is all you need to prove why you are out of pocket and can start proceedings by sending a LBA giving them x days to refund the money.

MrMister

The completed orders section of the cex website and it does not show IMEI numbers, nor does the invoice cex emailed me. I will email them asking for an updated invoice, showing IMEI numbers, although judging by my past experience with their customer services department, this may be a waste of time.

Also, whats an LBA ?

Silk

MrMister wrote: »

Also, whats an LBA ?

Letter Before Action ....you need to give them notice that you intend to take proceedings before you take them to court.


Wait until you have proof of the IMEI number before you do that though.

jnm21

Some cracking advice in this thread. Shocking that o2 would hold the phone without knowing exactly why. Check their T&Cs - does it say they may retain the phone without paying? Does it list why? Does it include for reasons we don't actually know?

Silk

jnm21 wrote: »

Some cracking advice in this thread. Shocking that o2 would hold the phone without knowing exactly why. Check their T&Cs - does it say they may retain the phone without paying? Does it list why? Does it include for reasons we don't actually know?

Yes it's in the T&C's..............


Any stolen, blocked, counterfeit or fake devices returned will be held by O2 Recycle and reported to the police. No payment will be made and the device(s) will not be returned.