YODEL returned to sender

[pierce1300]

My virgin Iphone 14 was due to be delivered today 27/03 so I check yodel tracking and it says “returned to sender” upon sender’s request. I call virgin and they have no idea about it being returned. What am I supposed to do?!!!

[Zach_R]

Hi @pierce1300,

Thank you for your post and welcome to our community forums. We're here to help.

I'm very sorry to hear that there appears to be a problem with a recent handset order. What did the team advise exactly when you discussed this with them?

Thanks,
 

[pierce1300]

@Zach_R

Hi Zach, they advised that I contact virgin to see why they requested it to be returned. I contact virgin and they reckon yodel are delivering it and it’s definitely not been returned. I don’t know what to do, each party is putting the blame on the other and I’m the paying customer who is without my product 

[Matthew_ML]

Okay thank you for letting me know.

I've had another look and I can see you've spoke to the team since posting this, did they manage to get this resolved for you? Thanks 

[pierce1300]

Hi Matthew,

Yes I spoke to the team and they told me it was cancelled because of “security checks”. I must admit this was after I had to considerably push for them to check further as they kept saying yodel did have the parcel. 
They offered to send a new phone and sim but I said I don’t want to as I’m going to use a different provider. 
I’ve been told that I will not be charged, but under “my orders” on my virgin account it’s still showing as active. How do I go about making sure my account is closed down and no charges will be made towards me? 

thank you! 

[Matthew_ML]

Thank you for letting me know this and I am sorry to hear this.

Normally this will just get updated within 72 hours so please do not worry.

If you did get charged anything it would get refunded  automatically. Thanks