Phone not delivered - signed for by anonymous person. nowhere to be found
17-01-202020:41 - edited 17-01-202020:43
I had taken out a mobile phone contract with Virgin Mobile on 1/1/2020 as I was in need of an upgrade. The offer I was most interested in was the Huawei Nova 5T with free FreeBuds 3 on a 36month contract at £23 per month (https://www.virginmedia.com/mobile/pay-monthly/huawei/nova-5t-freebuds?contractDuration=36&tariffID=...). I was due to receive my new phone at my home address (they would not deliver to my work address for legal reasons which they did not go into detail about) on Saturday 4th January 2020. I was given a Yodel tracking ID which allowed me to view the current location of the driver and which position I was in their deliveries.
At 10am I was awake and kept regular checks on my order. At 11:00, I was only a few deliveries away. I 'received' my parcel at 11:29 and had a Virgin Mobile notification to my current phone at 11:38 to confirm it was signed for by my neighbour. I have a clear view of the outside of my building. Not once did I see a delivery driver, nobody even attempted to knock my door, or call me as I had requested. Total incompetence on Yodel's part.
I was unhappy to discover that not only had my neighbour not claimed to have received my parcel, but also any of my other neighbours and local business in the immediate area. On contacting Yodel twice for up to 20 minutes a time, I was told I they would question the driver on his return and call me back. I received no such call.
Immediately after first contact with Yodel, I contacted Virgin Mobile to notify of the missing package and they informed me they would be contacting the courier to investigate the reasons why.
I received no more contact until I decided to call Virgin again on the evening of Thursday 9th January. After a 18 minute phone call, I lodged a complaint and my investigation was to be escalated and to expect a call within 48hrs. I then had to once again contact Virgin Mobile on Sunday 12th as they still had not contacted me. It was on this call that I had had enough of their incompetence, and lack of communication that I gave an ultimatum: as I had still not received my phone, neither had any affirmative actions been taken, that if I did not hear back with their 72hr time window, I would be terminating my 'contract'.
I also had to call Virgin Media again, on Wednesday 15th, and having had no resolution in effect or even any attempt at an apology or to issue a replacement handset, I was forced into cancelling my yet to be activated contract, with immediate effect.
Today, Friday 17th, is the 5th call I have had to make to Virgin, and things are still no clearer. All I ever get is an outsourced script reader with notes that don't amount to anything, and I have to go over the entire timeline every single time I call. It's an atrocity.
I have now had 2 payments taken from my bank. I am constantly told there is an 'ongoing investigation' and that funds will continue to be taken until they finish their investigation, which could be any time at all.
I am absolutely not happy with how my situation has been handled by all parties and that I am constantly being told it's 'being escalated, someone will get back to you' (which never happens) and they are investigating.
My first encounter with Virgin Mobile has been soured and I would like an explanation and apology for how I have been treated.