Music Magpie - unfortunately, this order has been confirmed as fraud

acrowther

Evening all,

I am after some advice please.

I sold my wife's Samsung Galaxy S20 5G to Music Magpie but they are refusing to pay me now. I sent the phone off and used the QR code they provided, a week passed and I heard nothing so I chased. They come back to say they have not received the item and to provide the tracking details and a copy of the receipt which I did. A few days later they then ask for the IMEI number so I went to the network provider to get it and provided this, the next day they ask if I wanted the phone blocking and provided no other update. I replied back saying I wanted the money and if they need to block it to go ahead (note they have not blocked the phone to date), now the claims department have sent the following:

"In accordance with our terms & conditions relating to 14.5 and 14.7 musicMagpie has concluded its joint investigation with Royal Mail, unfortunately, this order has been confirmed as fraud and as such we have calculated the valuation of this order as being £0.00, therefore, no sum of monies will be paid out against this order. 

Under section 14. paragraph 6 of our terms and conditions we shall accept no other valuation than our own for the items that you may be claiming for and under no circumstances do we accept any liability for any other loss, damage or compensation resulting from the use of our delivery services."

I have gone back and forth with them and I have also called Royal Mail who confirmed they passed the item over. I provided the evidence to Music Magpie and now they have changed their statement to say they have the parcel but the content is different, I sent the phone in the original box with no accessories.

"The reason we are unable to claim is not due to the delivery of the parcel, it is due to the contents. The receipt provides us with information with regards to the parcel and this is not consistent with the item you have listed to sell. As a result of this, we will not be making payment for your order on this occasion. "

I am not sure where to go now, do I ask for the device to be returned and go from their or has someone potentially stolen my device? All the communications have been very vague and make little sense to me.

Thank you

Alderbank

Lots of cut & paste there.
Cut to the chase - does the phone they hold have the same IMEI number?

theonlywayisup

Did you purchase the mobile new and if so where did you purchase from. 

nyermen

Something wierd - either they're saying the phone is labelled as stolen or blocked, or they're possibly saying the contents of the delivery wasnt a phone when it arrived (reference to receipt - weight of parcel?)

acrowther

nyermen said:

Something wierd - either they're saying the phone is labelled as stolen or blocked, or they're possibly saying the contents of the delivery wasnt a phone when it arrived (reference to receipt - weight of parcel?)

I checked the receipt and the post office didn't weight it and entered 95g's. I have asked what they received and why are they being vague in their responses. I have also asked if I should report to the police and if they are returning the item they say they got. 

acrowther

theonlywayisup said:

Did you purchase the mobile new and if so where did you purchase from. 

Bought it new from Three and then upgraded early

acrowther

Alderbank said:

Lots of cut & paste there.
Cut to the chase - does the phone they hold have the same IMEI number?

They wont answer this, I have had nothing since they told me they actually received an item up until the last item they said they had nothing.

LaDerniereSemaine

Just ask for the item to be returned?

m-holland

acrowther said:

I checked the receipt and the post office didn't weight it and entered 95g's. I have asked what they received and why are they being vague in their responses. I have also asked if I should report to the police and if they are returning the item they say they got. 

I have never known a Post Office not to weigh any sort of parcel.

MattMattMattUK

My guess is that either the IMEI of the device, the IMEI you supplied is one that has been reported stolen, or the box was empty when they got it. 

Alderbank

m-holland said:

I checked the receipt and the post office didn't weight it and entered 95g's. I have asked what they received and why are they being vague in their responses. I have also asked if I should report to the police and if they are returning the item they say they got.

acrowther said:

I have never known a Post Office not to weigh any sort of parcel.

I agree. The scales are on your side of the screen and the weight is needed to start the process and calculate the postage.Even when I take parcels that I have pre-weighed and stuck prepaid postage label on they say they have to weigh again in order to log it on the system and generate proof of posting.

95g sounds too light for s20. The battery alone must weigh more than that. 
Samsung say s20 weighs 163g, and that's without any packing.