I upgraded my contract on 4 Jan and was told I would receive my new Iphone SE a week later (11 Jan)
I asked for the phone to be delivered to my work address but it had still not been received it on 12 Jan so called Vodafone to ask what was happening. I Was told they needed to speak to the Courier DPD and I would get a call back the following day which I never received.
I therefore called Voda again on 16 Jan and they advised me that they had contacted DPD and that the phone had been delivered and signed for. I told them that I had checked with our reception and that no phone had been signed for that day. Voda then said they needed to go back to DPD to see if the phone had been returned to them but it would be 5 working days before they could get back to me.
I heard from Voda again on 23 jan who confirmed that they had spoken to DPD & they confirmed the phone had not been returned so it now neded to be logged as lost and that it had been passed to another team who would contact me shortly to arrange for another phone to be sent out.
I waited another 3 days but after no contact I decided to call them. Since that day (26 Jan) I have made 10 seperate calls and spoken to 12 different people at vodafone and spent close to 3 hours in total on the phone and the matter is still no nearer to being resolved.
Yesterday I lost patience and said I wanted to cancel my contract but was told that I can't do this until I returned the phone, the same phone which has never been delivered to me! I've now been told that I have to report the lost phone to the police as it needs to be logged as fraud case but when put through to customer services again the person couldn't even tell me exactly what I would need from the police for them to close my account.
Can anyone help me with this? as I'm at my wits end. Surely if this needs to be reported to the police Voda should be doing this? and where do I stand if I just cancel my direct debit and take out a contract with another provider?
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