Vodafone, unable to send a new phone back (3 months ago)

JamieLee2k

So here is the story so far:

On Sept 14th I ordered 2 iPhone 7 plus' one rose gold 32gb and one Jet Black 128gb and they told us we might have it by the end of the week, so I believed them carried on with the order, over the next month or so I rang them so many times asking if I would be getting the phone, after the third date they gave me I decided I didn't want to wait any longer so I tried to cancel it, they told me because it passed the 30 days I was unable to cancel till I recieved the phone.

On November 11th I got the phone, still unhappy I got home from work and rang them 7h after getting the phone so I could return it, they said there was an outstanding bill of £230 (which some of it was for the price of the phone, first months bill and postage)
So they told me it would have to be done manually and it would take 5 days after to send out a returns bag, over the course of 3 weeks and countless phone calls they told me the same story 3 times and so 3 weeks into still having the phone I decided I had to use it till my phone was fixed, a week later I got my old phone fixed and stopped using it. I keep contacting Vodafone and they keep giving me the same story, I told them I contacted yourself and so they took a different approach, they were gonna send a person from DPD to collect it in person so I could return the device, that should have been 2 days ago, and I am still waiting, I have cancelled my direct debit as they have billed me for £150.

They offered me a compensation for a previous contract and £72 off this contract, I never accepted this but they took it off my £150 anyways, they sent my wife a text saying £30 is outstanding and if not paid we will be cut off, since that message another bill for £150 has come in.

I am still paying the line rental on a phone I have hardly used in 2 months and so I contacted the ombudsman service but have to wait 8 weeks (29th Dec)

I am starting to get annoyed and it's been nearly 3 months trying to return a device I tried to return before I even got it.

I don't have any emails as all my conversations were on the phone but I am sure Vodafone have records of my phone calls on there system.

What do I do, I ain't gonna keep ringing them and wasting my credit

mobilejunkie

I sympathise, but cancelling the direct debit will have far worse consequences as your credit files will be wrecked for the next 6 years unless and until it is rectified (by Vodafone - which, as you can see, will never happen in the nromal course of events). The 8 weeks starts from the date of your first complaint. I have little faith in this Ombudsman. If you haven't yet made a formal complaint to the Ombudsman, you may be better contacting the WRT as instructed forever on the main Vodafone complaints thread. They are the only part of Vodafone that gives a damn and normally is able to help. Once you've gone to the Ombudsman they can't.

JamieLee2k

I have already contacted the ombudsman and they won't intervene till 8 weeks has passed, I have never heard of WRT

mobilejunkie

That's what I inferred. See the main thread as suggested.

Vodafone

Hi JamieLee2k,

So that we can look into this for you email us via form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and we'll check we've received it.

Sukhi
Social Media Operations
Vodafone UK

JamieLee2k

I sent the form but forgot to put MSE Forum in
But my name is Jamie Riley

mobilejunkie

Re-send it properly.

JamieLee2k

So my wife finally got her phone cut off, thanks Vodafone

JamieLee2k

#15137107 that is my number in my email

malky39

Just to understand you say you had to use the phone while yours got repaired but then go on to say you haven't used it.

JamieLee2k

I used the phone for a period of 2 weeks whilst my phone was repaired then it went back in the box and SIM card removed, and that is where the phone is now