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Robb5
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Mobile phone - return and refund

Hello,

I bought an Energizer 12 mobile phone few days ago and it is not suitable for me. I am hard of hearing and I cannot hear it ring or the text tone. There is not a volume control apart from changing the profile. I want to return it, I have the box etc, but customer service have not been able to help me.

How do I get a refund.

Thanks.

 

 

 

 

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David_Bn
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Re: Mobile phone - return and refund

Good Morning Robb5,

 

Thank for your post on our Community and I'm sorry to see this post has gone unanswered for an extended period of time

 

Have you been able to speak to our team, and get this resolved, since your post on Saturday?

 

Kindest regards,

 

David_Bn

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Robb5
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Re: Mobile phone - return and refund

Hello David and thanks for your reply.

No, I have not been able to find out how to return and get a refund for this phone.

I have phoned Customer Service 3 times, got cut off twice and then was transferred to the team "who will help you with this" and no one picked up the call.

I have also tried the chat system. The web chat person asked me to enter three of the digits from my contract password which I don’t have as I didn’t set up a contract (JAM Pack) as the phone was not suitable for me. 

I have also sent a letter to the complaints team on Monday and have yet to receive a reply.

I do hope you can help to resolve this. 

I would like a returns label and refund for the phone, £15.

Rob

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Paul_DN
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Re: Mobile phone - return and refund

Hi Robb5,

 

Thank you for coming back to us, how and where did you purchase the handset ?

 

Regards

 

Paul.

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Robb5
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Re: Mobile phone - return and refund

Hello,

I ordered from Virgin Media on 11/08/20.

Order ref [MOD EDIT PERSONAL INFORMATION REMOVED]

Account ref [MOD EDIT PERSONAL INFORMATION REMOVED]

Despatch Note N9202472

I do hope this info helps you to process a refund for me.

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

 

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Paul_DN
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Re: Mobile phone - return and refund

Hi Robb5,

 

Thank you for reaching out to us in our community and a warm welcome to you, I am sorry to hear you are having issues trying to return an unwanted phone .

 

So I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.

 

 

Regards

 

Paul