Stolen phone - Yodel

[Shezlatic]

Does anyone know how long it takes for a response from the “back office team” 

i was told I would receive a response in 5 days. 

I’m not getting anywhere with the WhatsApp service. Just the same response. “It’s with the correct team”

My phone was stolen by Yodel on Saturday. They’d gone to another address in my street and asked the occupant if this was his. When he’s taken a closer look, the driver has snapped a very poor photo. When the occupant has told him it’s the property across the street, he’s walked off with the phone and marked it delivered. 

I’ve tried chasing this up with Yodel and they’ve told me it was delivered to my next door neighbour. My next door neighbour backs onto my house and is on another street. It wasn’t left there or at any other address in my street. So at a different address from the photo. 

My head is falling off about it! 

[Jodi_S · Accepted solution]

Hi Shezlatic,

A warm welcome and thanks for posting on our community forums. We do apologise that you new handset is currently missing and that this is still in dispute.

I will be more than happy to take a look and see where this investigation is at currently for you. I will pop you over a private message and take some details from you.

Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

[Shezlatic]

Two weeks down the line and I’m still no closer to a resolution. 

Being told the same message over and over. “it’s still under investigation” 

I just wish I could speak to someone in the UK dealing with my issue. Fed up with the language barrier in speaking to a call centre in the other side of the planet. 

[Travis_M]

Hi @Shezlatic

Thanks for posting on our community forum and sorry to hear about the issue with your mobile.

I can see my colleague has updated your details and when the team have an update to provide they will be sure to do so. Sorry to hear this is taking longer than expected, your patience i much appreciated.

Regards

[Shezlatic]

Hi 

Thanks for your response. 

I'm just being lied to, now. I was told no payment would be taken as the back office team have removed it from my account. No surprise, I’ve just been charged a monthly payment for a device I’ve not had. 

I'm fed up of being sent in circles and having the same message repeated. 

it’s beyond a joke now. 

[Andrew-G]

Contact Citizens Advice.

[Zoie_P]

Hi Sezlatic, 

Thank you for your reply, I am so sorry to hear this was this for the handset or the tariff that the money was taken for or both?

Did we promise this or another agent?

Zoie

[Shezlatic]

Hi there, 

Thanks for the response. The payment was taken for the handset. My airtime contract is included in my broadband payment and paid separately. 

I was told on live WhatsApp chat that the phone had been removed from my account by the back office team pending the investigation and I wouldn’t be charged. 

it’s extremely frustrating now. 

Many thanks. 

[Zoie_P]

If you have a screenshot of that I will get this back to you, I will pop you over a PM and see if I can chase up on where your handset is.

Keep an eye out for the purple envelope 🙂
Zoie