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So my other half upgraded her phone about 1 month ago, the contract renewed on the 1st of december however her new mobile phone was stolen before reaching her- Either by the courier or by someone in the mobile phone company. The courier bag was sealed and it was only when she opened it (having signed for it) that she discovered the box had been opened and the phone nicked- not the battery, charger or anything else though. Since then the best the phone company have said is to report it to the police to get an incident number (police were just like 'what are we going to do about this' which is what I expected).
Having given the incident number to the phone company they still haven't sorted out a replacement phone and my partner is at her wits end about it. Advice on how to sort this out or where to go to start kicking them about? Unfortunately the phone company insist that it is all passed onto their investigation team and you can only talk to this team when THEY phone you and they finish at 5pm everyday.
Advise please because I'm pretty certain if we cancel the contract they will demand the phone back and suddenly lose all record of the phone being reported stolen!
Any ideas on resolving this?
I expect the answer is 'no' but did you pay by credit card? Get them involved if so.
Is the contract being paid by direct debit? Just stop paying them, they'll soon change their tune.
I'm sorry if this is no use, I'm not entirely sure how phone contracts and upgrades work, but I've found that not taking any crap and not paying people who are being a bit sh*t gets things moving.
You need to report it to the police to get a crime number.
Then phone the company up and hand the handset to my mum, the slayer of call centre staff.
Whatever you do don't stop paying, if you do then you will have marks against you on your credit file which could lead to a default. Having been in a very similar situation I stopped paying and the company just defaulted me, leaving it on my credit file for 6 years.
Contact the police to gain a crime number and then find the CEO's email address and tell them the whole situation. We did this recently with Dreams after having problems and it was sorted within a week
from now on i deal with this by email so you have a paper trail of events . the reason for this is if they bill you for the whole contract you will have to use http://www.ofcom.org.uk/. i succesfully done this to over turn a £500 bill when i cancelled my direct debit and cancelled my contract on the grounds they had broken there part of the contract.
i would cancel direct debit
email them to tell them why
they will start phoning you very quickly.
good luck
Whatever you do don't stop paying
This.
Was it like this...
Thanks, dealing by email is probably the best way forward and I think emailing the CEO should be high on the list of moves to make along with slamming them on twitter and facebook. Unfortunately my other half is away for the next couple of days and the contract is in her name so will have to deal with it when she gets back. Problem is persuading her to get more aggressive with them and not take it lying down- she has a tendency to try to avoid confrontation even on something like this.