Forum Discussion

mtyt's avatar
mtyt
Tuning in
5 months ago

Returned Hub to O2 store, but VM still sending returns package

Hi all,

I am so frustrated and have called VM on returning my hub on three separate occasions. After calling them about my move abroad (and hence, the disconnection), VM said I could return the hub to the O2 store in Tottenham Court Road, London without the needs of a returns package.

On my second call, which I did on the day of my move out date, I called once again to verify. The operator then said I could not do that, and that I would have to return it to a Yodel store nearby. When I arrived at the Yodel store, they would not accept my package as they said I required a returns label. Additionally, when I called the operator said that my move out date was another date and it seemed like the first operator did not register the date of my move out date.

On that same day after that incident, I called VM once more and that call lasted for more than an hour, and again, the actual move out date had not been registered in the system. Eventually, the call operator said I could return the hub, without the needs of a returns package to the O2 store. I arrived at the O2 store and the person in charge accepted my hub. I confirmed with her once more, if I needed a returns package, and she said no I do not and provided me a receipt.

Then, few days later after returning the Hub, VM emailed me saying they are mailing me a returns package. I don't understand what is going on. I have already called them on three separate occasion on this issue, and the messaging has been so mixed. I have emailed VM about this but to no avail. Has anyone encountered a similar issue?

  • Hello mtyt,

    Thanks for your first post and welcome to our community.
    Sorry to hear you are having an issue with returning your Hub and the mixed information you've been given as well.
    I'd like to investigate this for you.
    If you don't mind, I will need to send you a private message to pass security. 
    If you can check your logo at the top right of your screen that would be great. 
    Gareth_L
     

     

    • mtyt's avatar
      mtyt
      Tuning in

      Hi, thanks for the reply- I have replied to your private message! 

      • Gareth_L's avatar
        Gareth_L
        Forum Team

        Hello mtyt.

        I will have a look now and get back to you by private message asap.

        Sorry for the delay.

        Gareth_L