I upgraded my phone last november, with the offer the I could part exchange my current phone so basically I would get the new handset for free and £15 off my bill.
Due to corona they said that I needed to send the phone into them via mail. Not a problem. I followed the instructions FROM VODAFONE which was to print off the pre-made address tag that they provide you with and all you have to do is stick it onto your parcel.
I did this, roughly a week later I hadn't heard anything so I rang them up to make sure they had received it. I was told I had to wait 18 days (I think) before I could get an update and someone would be in touch. So I wait and still hear nothing after a month so call them again, again, I get told not to worry and to be patient and they have it all under control. For some idiotic reason I believed them.
Fast forward another month and I'm starting to get a bit worried so contact them AGAIN only to be told that they can't find the phone and there's not record of it being delivered and kept asking me for a tracking number. Apparently the people that work for vodafone have no idea what I am talking about when I explain I sent it with the method instructed by vodafone, i just got a confused response and they kept repeating themselves about tracking.
Also in this time I've also found out that they have sent my account to collections, when I call them up I am on hold for over an hour so I gave up. They then arrange to call me at a designated time. Surprise, surprise, no call but they did call me two hours after the agreed time.
Long story short we are now in march and vodafone are claiming that they never got my phone and because I don't have any tracking they won't apply the trade in price. Even though the method I sent it was AS INSTRUCTED by vodafone and I couldn't drop it straight into a store due to coronavirus.
The funny thing is this is the SECOND time they have 'lost' my handset. When I upgraded before they also claimed the same thing and eventually found it
Also why is it impossible to get a native english speaker on the customer service line? Or at the very least someone who doesn't sound like a rabbit in headlights repeating a script
I am so SICK of this company and their b???##~##
