Carphone Warehouse avoiding refund (pre-order)

monkehfu

This is my first post, so please be gentle.

On October 1st 2020 I pre-ordered a Google Pixel 5 from ID Mobile. I then received a call from my current provider O2, who offered me a better upgrade deal to the Pixel 5, which I accepted. I immediately contacted ID Mobile and cancelled my pre-order the same day. Due to Covid-19, the only way you can contact ID Mobile is via their online chat system. After spending ages waiting to be connected to a CS agent, she confirmed that my order was cancelled and that the refund would take 5-7 days back to my card. I kept a copy of my transcript for my records.

The total cost was £49.99. The money was debited from my account by Carphone Warehouse on 2nd October 2020. The day after I cancelled my order.

I re-contacted ID Mobile on the 2nd October, this time to be told that because it was a pre-order, I would have to raise the issue with Carphone Warehouse. So I immediately called CPW, and after several minutes of explaining the situation, I was informed that they would process the refund and supplied a refund reference number. Again, this would take up to 10 working days from the 2nd of October.

Fast forward to the 16th of October, and no sign of said refund.

I contacted CPW again on the 17th, this time I was told that the reference number I had been given was worthless, the order number I had, had no record to it and that I would have to return to ID Mobile to organise the refund.

I contacted ID Mobile, and again was told that because it was a pre-order, only CPW could organise the refund and that's who took the payment.

On the 20th of October, I raised a complaint with CPW, demanding they resolve this issue as soon as possible, only to receive a response on the 29th of October, yet again, telling me I should go back to ID Mobile to seek the refund. Guess what? Spoke to ID Mobile, read them the response from CPW and again was told the transaction was with CPW and that ID Mobile could not process the refund.

So now I'm stuck in a position where neither company will take responsibility. It clearly states on my bank statement that CPW took the payment on 2nd October 2020. Since then I have neither received any goods, services or refunds from the company. So now I am £50 out of pocket and left banging my head against the desk?

Any help would be much appreciated.

liggerz87

Complaints the communication ombudsman and also speak to bank  and keep everything carphone have said regarding cancelling as they may say you didn't cancel contract and report defaults and so on to the cras