Hi,
My wife upgraded to an iPhone 12 back in November. Whilst it wasn't the best deal, we figured Vodafone has been pretty reliable over the 10 plus years we've been with them so we'd stick around.
The deal included a trade-in discount of £15 per month for an iPhone XR. She did the required tasks on the phone via the trade in tool as soon as she was able to and send the link. Here's where it all goes wrong...
Despite her address being correct on the account, Vodafone allegedly (there is no proof) sent return bags to the wrong address multiple times between November and the start of January. This was corrected early January but we still have no bag. And in the meantime, Vodafone are happily debiting our bank account for the FULL amount.
It's getting more frustrating as Vodafone call agents are saying nothing has been done and she hasn't completed the trade in process. She is being made to feel like she is at fault and at the same time she has no bag to send the phone back still and is having to waste time calling up over and over again.
Quite frankly, she would prefer to just cancel everything and go back to the position she was in before she accepted the upgrade. But we can't do that either now because it's too long afterwards. But let's be clear - it's on Vodafone to honour the deal they agreed and also send via email to us. Or put us back where we were before all of this mess and take the iPhone 12 back.
I feel like the only solution it so send my clear evidence to the ombudsman as Vodafone seem completely inept and unable to sort out the mess they have created. But in the past I've had some good help from here so trying first of all before I look at next steps.
