Returning a phone

[panyg]

I would appreciate some advice as I've been trying unsuccessfully to return a Pay As You Go phone all week.

I would like to return a P30 Pro New Edition within the 14 days. I originally used the web chat last week and I was told I needed to phone instead. I've been calling all week and after getting a call back, was told I have to complete the return on the webchat or go into a store. Due to lockdown, none of my local stores are open.

I've been trying for 2 days to get help with the webchat but all I get is:

Please do not close this session, an adviser will connect with you shortly.

Then after some time, it closes and I have to start again. I have spent hours online trying to connect to an advisor.

My 14 days are nearly up now and I am unable to visit a Vodafone store, I cannot get help over the phone and I cannot connect to an advisor online.

I appreciate we are in exceptional times but I purchased this phone on the condition it can be returned within 14 days and I am unable to return the phone. Do I contact my credit card company and do a charge back?

Any advice would be appreciated 

[GemmaP]

Hey @panyg 

You can call us on 03333 040191 to process a return, ask the agent to transfer you to Pay As You Go saves.

You can also send the phone back to us along with this form. Just make sure the phone is packaged securely and you get proof of delivery.

If you'd like to return your phone to store, you can check which stores are currently open here

Drop us a message over on Social referencing this thread,  and we'll be able to note your account to acknowledge that you've requested the refund within the 14 days returns period 😊