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    • officialumey
    • By officialumey 4th Nov 19, 4:26 PM
    • 4Posts
    • 1Thanks
    Very/Shop Direct Specialist Investigator
    • #1
    • 4th Nov 19, 4:26 PM
    Very/Shop Direct Specialist Investigator 4th Nov 19 at 4:26 PM
    Hello all, this is my first post and I don’t know if I am at the right place to get help.

    I have an ongoing investigation with Very/Shop Direct regarding an iPhone 8 128GB that was never delivered to my house. I am hoping if any of you could give me advices and what rights I have. I will be detailed as much as I could, my apology for poor English writing as my first language is BSL (British Sign Language).

    On 19th October 2019, I have been surfing online to find the cheapest new iPhone 8 128GB. Many stores including Apple Store are selling iPhone 8 128GB for £529. I found a cheaper iPhone 8 128GB on a website called ‘’. They were selling it for £499 plus a £50 promotional discount through Honey, and £3.99 delivery– total price is £452.99, so I saved around £80. I opened a new account where you can buy stuff and pay monthly. I was given a credit limit of £500. I’ve decided to try Buy Now Pay Later 6 months as I have never done like this before.

    I’ve placed an order and waited.

    Then, on 20th October 2019, I’ve received an order confirmation via email from Very with delivery date and reference number. Also, I was provided with a Royal Mail tracking number so I could track where my parcel has been.

    21st October 2019 – I received another email from Very to let me know that my order has been despatched and would be delivered on 22nd October 2019.

    22nd October 2019 – I woke up at around 6am and got on my PC to track my delivery parcel every 15 minutes. At 7:04am, it was out for delivery by today. Fast forward to 9:51am, I refreshed the tracking system web and it says, ‘Delivered and Signed’. What? I was the only person at my house as my siblings have gone to school at 8am and my mum was out before 9am. Also, the Royal Mail tracking system shows the signature which I do not recognise, and it was signed incorrectly.

    My mum came back home just after 10am and asked her to interpret for me whilst making a call to Royal Mail (I was born deaf and wear a cochlear implant which helps me to hear, but not as good as hearing people’s ears. Unfortunately, Royal Mail doesn’t have live chat feature and has to be on phone in order to contact the customer services.). We were connected to an agent from Royal Mail and asked where my parcel is. They’ve told us that it was delivered to my house, I replied I’ve never received it. Then, I’ve asked them which door number and street name they’ve delivered to. Guess what? They delivered it to the correct door number but at the wrong street! Google Maps shows that it’s about a half minute walk away from my home, literally opposite of my street.

    I walked to that street road and found a door number. I’ve knocked on their door few times and waited for a couple minutes, nobody answered. I walked back to my house and got back on my PC. Thankfully, Very website does have a live chat feature.

    I spoke to an agent via live chat on Very and explained the situation. They’ve initiated an investigation and would get back to me.

    Few hours later on the same day (22nd October 2019), I received an email from Very to inform me that they have re-credited back onto my account. Credit limit is now £500.

    Then, another few more hours later on the same day (22nd October 2019), I received an unmonitored email from Very asking me to contact on their number regarding the investigation. So, I went on Very website and spoke to an agent via live chat. They’ve told me that I need to call on their number as they cannot provide ‘sensitive’ information on live chat. I’ve explained that I am deaf, but they’ve advised me to have an interpreter. I replied, ‘no problem’ and would contact them tomorrow myself using a direct audio cable connected to my cochlear implant from my phone.

    23rd October 2019 – I got in my car as it’s a lot quieter and called the number they’ve asked me to. After few minutes of hold music, I was connected with a lady from ‘fraud investigation team’. She has explained that one of their investigators will be coming to visit my house to discuss about missing parcel…? I’ve asked, ‘why is this’, they said that ‘because the iPhone is missing, they will need to have an investigator to speak to me’. Why does it have something to do with me if I have never received an iPhone? I have a feeling that they think I have the iPhone and lied about not receiving it.

    4th November 2019 – A guy (due to security/privacy reason, I will not show the names and details etc.) who is a Specialist Investigator for Shop Direct/Very came to knock on our door, my mum answered the door and was asked If I am at home. (I was not at home at that time, it was just my mum). She was given a letter for me when I get back home so I could contact him. This is what the letter says:

    “Our Reference: ****

    Dear ****

    I am sorry to have missed you today, I am a Specialist Investigator for Shop Direct and called to speak to you with regards to the above investigation.

    I would be grateful if you can contact me on the telephone number below in order to discuss this matter.
    If you wish to verify my details please contact the Fraud Prevention Team at Shop Direct on 0800 0151 290.
    Thank you for your assistance in this matter, I look forward to hearing from you.

    C**** G*****
    Specialist Investigator
    E-mail: *****************
    Mobile: 077********”

    I got back home later, and my mum gave me the letter. I contacted him via text message. He asked if I have received an iPhone from Very, I replied no (as mentioned already before so I’m not sure why they are asking me constantly). He also says that he understood that the iPhone was delivered to wrong address, and that he will post a letter to the wrong address about this. I replied okay. Then he said he will keep me updated. I’ve suggested him to contact Royal Mail and the wrong address’s residents.

    I’ve been researching online for hours and it appears that Shop Direct who are with Very and Littlewoods, have their own fraud investigation team. What I don’t understand is why they want to speak to me regarding a missing iPhone when Royal Mail AND Very knows that it was delivered to wrong address? I’ve never received it, I have even checked with nearby neighbours but still nothing.

    Are they allowed to come visit to my house and speak to me about a missing parcel? Why are they not investigating with Royal Mail? Why do I need to investigate with them as well? I am so frustrated and worried because this is something to do with online fraud which can have a huge impact on my credit file, because that’s what has happened to the customers after reading on Trustpilot website where people got their credit file ruined and have a CIFAS thing marked down. I've learned so many new things.

    What I didn’t tell them is that I have Nest CCTVs which records 24/7 up to 5 days video history, and one of them is looking at my driveway. I have saved 2 footages on 22nd October 2019 and 4th November 2019. Due to their poor customer services, I am going to wait for them to do something to me, then I can show the footages to fight back.

    Also, I have recorded the phone calls and saved live chat transcripts. I did this because of their very poor rating and had a bad feeling with them.

    I’ve checked my credit online (Equifax and Experian) and found out that my score points went down 35 points from ‘Shop Direct Finance’ but am still in ‘Good’ score. Is this supposed to happen? I am only a student going to college and I have never opened any credit account before Very.

    I will be leaving a review on Trustpilot and other similar review websites to raise awareness about this.

    Any help and/or advices are greatly appreciated. Please do ask me any questions if you need some clarifications. Thank you all!
Page 2
    • Ben8282
    • By Ben8282 19th Nov 19, 5:47 PM
    • 4,321 Posts
    • 2,380 Thanks
    Yes OP did this ONCE. Why did OP not return later? In the evening? The next day?
    Why did the others not try? Why did this specialist investigator not try? Why did the royal Mail who appear to have admitted liability not try? Why did the postman who was presumably sanctioned for this odd and inexplicable error not try?
    • Willing2Learn
    • By Willing2Learn 19th Nov 19, 6:24 PM
    • 4,754 Posts
    • 4,304 Thanks
    It was the postie what done it!!! He or she knew that Royal Mail do not try to contact the incorrect delivery address to recover any misdelivered packages...
    I work within the voluntary sector, supporting vulnerable people to rebuild their lives.

    I love my job

    • maxximus75
    • By maxximus75 20th Nov 19, 6:44 PM
    • 228 Posts
    • 83 Thanks
    What I don't understand is why people don't read the thread before making presumptuous comments

    From the OP
    Originally posted by AndyPix

    Unfortunately, reading through this and other threads, there are the same people that make these kind of comments.
    • custardy
    • By custardy 20th Nov 19, 7:00 PM
    • 35,086 Posts
    • 29,767 Thanks
    It was the postie what done it!!! He or she knew that Royal Mail do not try to contact the incorrect delivery address to recover any misdelivered packages...
    Originally posted by Willing2Learn
    Dont they?
    • chanz4
    • By chanz4 21st Nov 19, 6:18 PM
    • 10,055 Posts
    • 2,993 Thanks
    something doesn't ring right as iPhone Is high risk and on a new account even more, wouldn't yodel of delivered?
    Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.
    • Jumblebumble
    • By Jumblebumble 22nd Nov 19, 11:11 AM
    • 463 Posts
    • 178 Thanks
    Yes OP did this ONCE. Why did OP not return later? In the evening? The next day?
    Why did the others not try? Why did this specialist investigator not try? Why did the royal Mail who appear to have admitted liability not try? Why did the postman who was presumably sanctioned for this odd and inexplicable error not try?
    Originally posted by Ben8282
    Why do you imagine the OP wants to waste their time challenging the person who has wrongly obtained an iphone, and has probably not responded to mail through their door because of the miss delivery
    This problem has nothing to do with the OP They did not contract the post office.
    Very should engage the police to deal with this
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