Returned phone but still being charged

[Dani1106]

I have been with Vodafone for over 16 years and I am employed by one of the advantage discount employers so have always upgraded on line and then applied for the discount by way of a link emailed to my work address. Once I verify this, I get the discount for the length of my contract. I have recently upgraded as normal and when trying to verify my discount, it kept giving me a code to add at the point of sale. I phoned up to explain I had already upgraded only to be told I should have applied the discount before checking out and due to Ofcom rules, they could not add the discount for me. The only way to get it would be to return my new handset which was still unopened in the box and then cancel my new contract. I would then have to start again and re-order the same phone and upgrade the contract. I thought this was a little long winded but after the call handler speaking to her supervision a few times, they stated this was the only way. I was put through to the cancellations team who advised me to post the phone off with the pre-paid label they would send. I asked again if they could not just add the discount and was told no. I went ahead and followed this advice of taking pictures of the phone and IMEI prior to posting and tracked the phoned which was delivered and signed for by Vodafone the next day. It has now been 10 days and I am still being charged for the phone and nothing has been cancelled. I have called up twice to be told not to worry, I’d get refunded on any early upgrade fees. I was then given an email address for escalations and I am now being told the parcel was received but they have not put the phone on the system. It is now a week before my contract is supposed to end and the phone has not been added. I need it cancelling so I can start again and upgrade with my discount. They have said they need to “search the warehouse” as although they have signed for the parcel, the phone was not added to the system. This is not my fault. I have the name of the person who signed for the phone so it should be quite simple to ask them what they did with it. It is not the fault of the customer. If there is any suggestion the phone has been mislaid after being signed for or even stolen by the warehouse staff, a simple IMEI search should be able to say if the phone has been switched on and it can be blocked. Again, not the fault of myself and an Internal investigation can continue by Vodafone on their own staff if dishonesty is in question. 

[BandOfBrothers]

I agree with you that the internal process and investigation should not delay you as the customer who only wants to proceed and process your new upgrade. 

Unfortunately I assume your stuck until Vodafone update your account.

Any monies taken will be refunded as intimated by Vodafone although I appreciate your immediate needs are your account updating.

I would also suggest including the Vodafone Social Media Teams via Facebook Messenger or Twitter DM via Contact-us-for-account-specific-queries remembering to link back to your thread here including your username so your not having to repeat yourself.

They are part of the Customer Esculation Team.

You could also create a papertrail via complaints/code-of-practice. 

I believe we all accept that sometimes things can go wrong but it's then what is put into place to put the situation correct that instills confidence back into the product and services. 

If I can be of any further help then please don't hesitate. Take care.  😎