Still being billed for phone that I returned 2 months ago - need to contact returns department

[PaulWK1972]

Does anyone know how I can contact the Vodafone Returns department?

Long story as short as possible - I upgraded my phone in July, but 2 days after receiving it I was inexplicably disconnected and I couldn't use it. After about 10 phone calls in the following week which all failed to solve the problem, I had had enough and rang Vodafone to cancel my contract, and this was well within the 30 days. They (eventually, after pestering them a couple more times) sent me a mail bag out, which I returned the phone in. The tracking said that the phone was received and signed for the next day and I pretty much forgot about it.

Fast forward to today and I received my bill which shows I'm still being billed for the upgraded phone which I cancelled in July and returned in early August!

So I talked to live chat and they told me that they had no record of the phone being returned, and that I would need to speak to the returns department. They gave me a telephone number but every time I ring it I get cut off!

Funnily enough, on my last bill I was credited the one off £20 upgrade fee, so I assumed at the time that all is well.

Anyone got any advice on what I can do next - it's the returns department which I need to speak to

[AnnS]

Hi @PaulWK1972

If you returned your upgrade without cancelling the contract, you will continue to be billed but at pre upgrade status.  You mention the upgrade fee refund.

The online account and phone application will be able to confirm the tariff you are currently on, this should be at your old tariff before upgrading.

If you give the Team time to get to the thread, they will be able to access your account and confirm phone return, cancelled upgrade and clarify the tariff you are currently on.

[PaulWK1972]

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@AnnS wrote:

Hi @PaulWK1972

If you returned your upgrade without cancelling the contract, you will continue to be billed but at pre upgrade status.  You mention the upgrade fee refund.

The online account and phone application will be able to confirm the tariff you are currently on, this should be at your old tariff before upgrading.

If you give the Team time to get to the thread, they will be able to access your account and confirm phone return, cancelled upgrade and clarify the tariff you are currently on.

---

Hi

I'm on the tariff for the upgraded phone (which I cancelled and returned) - not on the tariff for the previous contract.

I upgraded on 16th July - I'd actually lost my previous handset the day before. So when I contacted Vodafone to let them know of the lost handset, they informed me i was due an upgrade which I gratefully took - and the new upgraded phone arrived a couple of days later.

By the 25th, after having no service on my upgraded phone for a week, and lots of empty promises about it being resolved, I took the decision to phone Vodafone and cancel, as I couldn't do without a phone for so long.

They accepted my cancellation as it was within the 30 days and said they would send a bag out to return the new handset to Vodafone.

This didn't arrive in the promised 3-5 days so I phoned them back a week later, informed them that I wanted to cancel again, and they said they would send a bag out again- this was around 1st/2nd August. A few days later the bag actually did arrive and I packed the phone straight up on 8th August and sent it off. Tracking says it arrived on 9th August.

On my September bill, this is when I was credited the one off £20 upgrade fee, so I assumed everything was OK from that point.

But like I said, I'm still getting billed in advance for this phone, which is annoying to say the least.

I've just checked my account and it doesn't seem like the upgrade was ever cancelled (even though I specifically spoke to cancellations twice, and they gave me the code to transfer my number if I wished + sent the bag out). My account is showing I'm in contract until 24th July 2019! For a phone that I don't have . 

[PaulWK1972]

Is anyone on the team able to look into this?

i don't feel that anyone on live chat or the end of the phone will solve my problem. Mostly they just pass you about and tell you what you want to hear. 

[Tash]

We'd like to take a closer look into this for you @PaulWK1972.

So we can access your account securely, I've sent you a private message with details to contact our team - we'll then be in touch to help as soon as possible.