Vodafone - Lost phone I returned to them

thatgirlwho

I returned my phone to Vodafone within the 14 day cooling off period, I had to send my phone back in a royal mail special delivery bag they provided.

I sent the phone back on the 25th November, according to the tracking number on my proof of postage it was signed for on the 26th November.

However when I rang Vodafone this morning to get the refund they have told me they can't cancel my contract as they haven't received the phone! They have told me just because it was signed for doesn't mean it was delivered, and that it could have been signed for by someone in a royal mail depot.

I have proof that I sent it, as well as a letter from the royal mail that states the tracking number, the date it was signed for an the name of the person that signed for it.

Really don't know what to do about this. Dealing with Vodafone has been a shambles (which is why I have cancelled in the first place).

Any help is greatly appreciated.

Silk

thatgirlwho wrote: »

However when I rang Vodafone this morning to get the refund they have told me they can't cancel my contract as they haven't received the phone! They have told me just because it was signed for doesn't mean it was delivered, and that it could have been signed for by someone in a royal mail depot.

They are obliged to cancel the contract, under consumer Contract Regulations, providing you gave notice within the 14 days which you clearly did to get the returns bag.
The phone has to be returned within reasonable time but they cannot withhold cancelation until it is received.

thatgirlwho

Thanks for this. The phone was returned the same day I got the returns envelope as I just wanted rid of Vodafone.

Someone is due to call me today around 4pm to update me on the situation so I will tell them this and see what they do.

Silk

thatgirlwho wrote: »

Thanks for this. The phone was returned the same day I got the returns envelope as I just wanted rid of Vodafone.

Someone is due to call me today around 4pm to update me on the situation so I will tell them this and see what they do.

The net is swamped with people waiting for call backs from Vodafone so don't hold your breath :rotfl:


If after a few days it's not resolved get in touch with the rep on here and try to get it sorted that way, otherwise you will be going round in circles wasting time and energy

mobilejunkie

You beat me to it Silk!

Vodafone

Hi thatgirlwho,

So I can help you further with this, email me with your details via the link in our profile here.

All you need to do is copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

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