Mobile phone contract help

mittymuttor

Hello there

On Friday the 23rd of November I made a order online via Mobiles.co.uk for a iPhone X

Three days later I changed my mind about the phone and sent it back unopened without activating the sim using the official mobiles.co.uk return process well within the 14 day returns policy.


Today to my amazement I have been sent a new contract welcome pack via Vodafone.

I have contacted Mobiles.co.uk and they have said for some reason the plan was not cancelled when they asked and blamed Vodafone

I have also contacted Vodafone who have said they cannot cancel the plan as it was made with a 3rd party retailer.

:T

I have proof of the return using mobiles.co.uk official returns procedure

Can anybody offer some advice

Thank you

Cetshwayo

Your contract is with Mobiles.co.uk you need to keep chasing them.

pmduk

The contract is with Vodafone, Mobiles.co.uk are the retailer. It's for them to sort out the issue with Vodafone. OP this was a totally new contract, not an upgrade I hope?

mittymuttor

Yes totally new contract, unopened phone, non activated sim....

sent back withing 3 days

Mobiles.co.uk are saying Vodafone declined there disconnection form- they are lying

pmduk

They might not be, Vodafone do make mistakes, either way, it's for mobiles.co.uk to sort out.

Vodafone had some IT issues around the 26th Nov (Black Friday), it was documented on the BBC News web pages. Your issue is probably connected.

Make sure you retain all your paperwork. Keep records of names of anyone you talk to, together with dates and times, in case this should drag on. Hopefully, it won't.

OP: Make a formal written complaint to Mobiles.co.uk, asking them for a deadlock letter so that the matter can be escalated to the ADR. I doubt your complaint will get to that stage.

NB Upon checking, mobiles.co.uk are a member of the Retail Ombudsman scheme.