Hello,
I placed my order to upgrade my contract on 9th December 2017 and my phone was supposed to be delivered on 12th December by DPD. I had an email from DPD saying my phone was going to be delivered the following day due to delays. I waited all day in the house and no delviery. When i tried to track my phone on DPD there had been no movement since the day it arrived at the Depot. I called up DPD and they told me Vodafone needed to raise an investigation as they cannot locate my phone as it hadn't been scanned in every day like it it supposed to be. I messaged Vodafone and they told me it was Dpd's problem and this went back and forth a few times. Eventually, i called vodafone and they informed me they would raise an investigation on thr 22nd December and I would hear back in 5 working days which would be the 4th January 2018. I heard nothing back from Vodafone on the 4th January so i called up Vodafone to query if my found had been found. Vodafone didn't seem to have any record so they put me on hold while they phoned the Dpd. The Dpd confirmed that my phone had been lost and Vodafone assured me i would get sent a new phone in a few days time. I asked them how I would be contacted and they said by text/email and I wouldn't need to contact them again. A few days later, still no phone. I called back to wait 35 minutes on hold again while the lady on the phone rang various departs and the phone eventually cut off - still not sorted. I called up again after this to speak to a man on the phone to go through the same thing again. For what felt like the 100th time, i explained the situation again and was put on hold. The man on the phone i assured me on the 10th January I would definatly have my phone by today (17th january) and i will recieve a text/email confirming when my phone is on the way. After speaking to numerous people over and over again with my problem still not sorted, i asked for him to put it in writing. Vodafone then sent me a text saying "We sincereley apologise about the inconvinience.. we assure you that we esculated the case to the specialised team, and they are making some investigation to track the old mobile, once they finish it, a new mobile will be sent to you".
I am feeling very frustrated now because I was told previously that the investigation had already taken place and it was confirmed my phone had been lost at the DPD. It has also now been a week with no track of my phone still. I am sick of having to keep calling and messaging vodafone to chase them up to find out any updates with my phone when i have been told numerous times it will get sorted, and it hasn't.
Vodafone are not keeping me in the loop and every time I call up, i am speaking to someone different who seems to have no idea what is going on. I would call again now, but I feel i am going to go through the same thing, and get nowhere.
I am unsure what to do. I just want my phone as i am paying for a service I do not have. I feel robbed by upgrading my contract and now I wish I just waited to cancel altogether. Can someone please assist?
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