Iphone problem

sparkiemalarkie

Hi my oldest son ordered an IPhone on contract when they first came out.
He decided not to keep the phone and wanted to return it unopened and unused as per t&c's

He phoned up the mobile customer services to return the IPhone but there is no record on their system of him ever receiving the phone.
Over a number of weeks he has asked 3 times for the phone to be collected and collection was arranged for the next 3-5 days. We are still waiting.
There has never been any attempt to collect.

He has tried to return to one of their high street stores but they won't take the phone as there is no record on their system and no record of his contract!


There is no dd going out of his bank account for the contract although he did pay £200 upfront for the phone.


Any suggestions?

NotRichAtAll

Hi
is there any record on their systems of them getting £200 from your son? when he took it into one of the stores did they not scan the barcode on the box or cross reference the serial number on their system?

sparkiemalarkie

NotRichAtAll wrote: »

Hi
is there any record on their systems of them getting £200 from your son? when he took it into one of the stores did they not scan the barcode on the box or cross reference the serial number on their system?

Thanks,

He has taken a photo of the barcode and serial number to take into the shop and given the details of the serial number to the cs over the phone.

Not sure about any record of the £200 payment however- I haven't asked that question.

sparkie

takman

sparkiemalarkie wrote: »

Hi my oldest son ordered an IPhone on contract when they first came out.
He decided not to keep the phone and wanted to return it unopened and unused as per t&c's

He phoned up the mobile customer services to return the IPhone but there is no record on their system of him ever receiving the phone.
Over a number of weeks he has asked 3 times for the phone to be collected and collection was arranged for the next 3-5 days. We are still waiting.
There has never been any attempt to collect.

He has tried to return to one of their high street stores but they won't take the phone as there is no record on their system and no record of his contract!


There is no dd going out of his bank account for the contract although he did pay £200 upfront for the phone.


Any suggestions?

Well the IPhone first came out in 2007 so I'm not surprised they won't take it back now after him having it for 9 years :rotfl:

Unless of course you mean the iPhone 7 which came out at the start of September, so he must have tried to cancel it at the end of September?. So I would check to see if it's on his credit report and if so make sure missed payments arnt being recorded!.

sparkiemalarkie

takman wrote: »

Well the IPhone first came out in 2007 so I'm not surprised they won't take it back now after him having it for 9 years :rotfl:

:rotfl:


Checking his credit report is a really good idea, thanks.

I guess they are all much the same?


sparkie

Fosterdog

Did he buy in store or online?

If online was it directly from the provider or from one of the many companies who sell mobiles? I'm wondering if maybe he bought it through someone like Carphone Warehouse but is trying to return it directly to the provider? That would explain why they have no record of it.

Does he have a receipt showing the £200 paid?

forgotmyname

sparkiemalarkie wrote: »

:rotfl:


Checking his credit report is a really good idea, thanks.

I guess they are all much the same?


sparkie

They are all the same as in they record your credit history, but some companies only report to one and some report to all of them.

sparkiemalarkie

Fosterdog wrote: »

Did he buy in store or online?

If online was it directly from the provider or from one of the many companies who sell mobiles? I'm wondering if maybe he bought it through someone like Carphone Warehouse but is trying to return it directly to the provider? That would explain why they have no record of it.

Does he have a receipt showing the £200 paid?

Bought from Vodafone over the phone as an upgrade to his current plan....
No idea about a receipt. The money has been take from his account but no amended contract payments.


He tried several times to cancel before the phone was even shipped .
on at least one occasion was told that it had been cancelled but the payment of £200 went through and was later told that he could only cancel once he had received the phone.


I think I need to talk it through with him again as he could be running up a debt and spoiling his credit rating


sparkie

Fosterdog

Did he phone them and ask for the upgrade or did they phone him and offer the upgrade?

Only asking because there are quite a few companies who call up pretending to be the provider when upgrades are due, I haven't had it since I've been with EE but I'd get multiple calls every time I was due an upgrade on Vodafone and O2.