Missing returns pack for trade-in deal

[ginger_jansen]

I recently upgraded my phone and used a deal whereby I would get £15 my monthly charge provided I trade-in my old phone. I was advised to use the trade-in tool on the Vodafone app and once completed, a pack would be sent to me in which I can then return my old phone. They stated I had 2 weeks to trade-in my old phone from the day I receive my new phone, otherwise the deal would be void. I used the trade-in tool over a week ago now and received confirmation that I was eligible and a pack was on its way - it has yet to arrive. Conveniently for Vodafone, I now only have 6 days left to return my old phone and in light of the pandemic and delays to mail services, I suspect that this returns pack is not going to show up, and that I will lose out on a deal that will save me crucial pounds. 

I used their private messaging service only to be told that they cant help and I should ring a number - of course the number is busy every time I call it! 191 also hasnt been working - they keep putting the phone down on me before I manage to speak to anyone. Im furious. What should I do?

[carahandley]

was on phone yesterday for over an hour waiting, then gave up, rang them today and got through, JUST TO BE TOLD IT WILL BE SENT OUT, the call operator really did not give a FK, RUDE TALKING OVER ME, i asked to speak to management, he couldnt do that, asked him to email me a copy of chat and complaints address, he couldnt email but said he will send a text, 15 mins has passed now and guess what no text..ive been with vodafone for over 15 years , got to be the biggest joke ever, does any one on here know the complaints email addy..

ABSOLUTLEY FUMING ...........C

[ayeshaiqbaloo]

I never had this issue with anyone and it’s making me doubt continuing to be with them. I phoned up at the beginning of the month and I was told the 14 Working Days don’t include bank holidays and I was like yeah that’s a bit obvious. They told me that when it comes close to the 2 week limit they have to trade in the older phone, they’d send a text and I’d have to ring up and renew the time limit (##~##). I actually forgot because some of us have busy lives and I never got a text and it’s been 14 Working Days. Soooo

The female advisor I had was nice but I found it funny that the advisor on the chat said I’d be able to go in store and do the trade in and the lady on the phone said no that’s complicated and it could go wrong 😂 

I feel like I’ve signed up for school or something.