Unable to get refund for cancelled order

[ezaquarii]

Hi,

I cancelled online order and I was assured that the refund will arrive in 10 working days.

I haven't received any refund after 3 weeks.

1. I contacted online chat help asking about refund. They said order is cancelled, but to refund I must call 191.

2. I called 191, but they said they do not do refunds and I must take visa bank statement and visit the store.

3. I printed visa statement with charge and visisted the store, but they said they do not deal with online orders and I should try online chat.

4. I tried online chat again, they said they do not deal with order cancellation and I should call 191.

MADNESS! I want my money back! The order is cancelled, I have order number and tracking number. Parcel is returned to sender.

[BandOfBrothers]

Hi

I think you've been patient enough. 

Perhaps contact your card issuer and see if they can help you. 

Possibly Chargeback. 

Link > how-do-i-use-chargeback.

[AnnS]

Hi @ezaquarii

If you have cancelled the order and returned the phone the same way as it came, Vodafone will process the refund to the card used to make the payment within 30 days.

I suspect there is some confusion because you returned to sender.  You should have contacted Vodafone and requested to return the order.  There would have been return information in the package.  This would have ensured the phone was returned to the correct department and logged as received.

The best thing to do is to try Live Chat again, there is no reasn for them being unable to locate the returned item and confirm the refund has been processed.

[ezaquarii]

They not only refused to help twice, they claim my order ID, that I received in the mail, is not valid ID.

When I pasted whole email, they just refused to help.

I'm really fed up with that. I'll contact my bank and request chargeback, unless there is more civilized way to deal with that problem.

[Retired-KhizarM]

Hi @ezaquarii

I will PM you and our team will help you further with this. 

Khizar

[ezaquarii]

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@Khizar_M wrote:

Hi @ezaquarii

I will PM you and our team will help you further with this. 

Khizar

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So far your team tries to redirect me to telephone help, which already refused to help me 2 times.

Can you please arrange some competent person to deal with this issue? My situation is probably not in the script those robots try to follow.

Thanks,

[drey_p]

How did you contact the eForum Team? Did you use the online form or send a Private Message.?

[ezaquarii]

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@drey_p wrote:

How did you contact the eForum Team? Did you use the online form or send a Private Message.?

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They sent me a PM with a link. There is a code and another link to a form.

I typed the provided code and sent my query. After 24h I got SMS message, stating that somebody will call me in 30 minutes.

Nobody called. Instead, I received en e-mail, stating that my telephone number is not registered online and I should contact phone help.

My phone number is definetely registered, as I can log in and see my PAYG balance and topup status.

This is ridiculous.

[drey_p]

Please could you edit your post and remove the link to the form.

The only reason I ask about how you contacted them is because if you send a Private Message to a particular staff member, you'll get a response directing you to call 191. However, it doesn't sound like you've done this so I am quite surprised by the response,

Did you get a reference number sent to you via email after you submitted the form?

[ezaquarii]

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Did you get a reference number sent to you via email after you submitted the form? 

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Yes, of course. With information that somebody will contact me in 48 hrs.