topic Re: Appointment to cancel sims in Archived Posts

Appointment to cancel sims

JudiMcnamara — Sun, 27 Dec 2020 14:13:23 GMT

I received 2 sims when i upgraded my phone (this was to justify the £100 upfront cost not being charged) and was told to come in ti the shop to cancel them after 1 month. The shop is now closed due to being in teir 4, but i still wish to cancel the sims. I was told there wiuld be no charge to cancel them and that the members of staff in the store (the members of staff that sorted the upgrade out) would take care of this

Who do i need to speak to now the store is unable to open

Re: Appointment to cancel sims

Christopher_G — Mon, 28 Dec 2020 08:18:21 GMT

Hi @JudiMcnamara

Welcome to the community.

Have you tried speaking to our Mobile Care team to see if they can help with this?

Chris

Re: Appointment to cancel sims

JudiMcnamara — Mon, 11 Jan 2021 16:23:54 GMT

I will explain the context of the situation first, as to clarify any confusion (although its still confusing to me)

I visited a store on 14th December 2020 to upgrade my device (end of previous contract). I was told by the sevice representive that the upfront cost of the new device was £100, but they could "work around not paying that by agreeing to taking 2 temporary sim card" this was their way of justifying the upfront cost being waived. I was then made an appointment to return to the store in 14 days time (28th december) to return the sim cards at no charge, and the store representive "would take care of it"

I was unable to make this appointment, as the store was closed due to being in a tier 4 area, so i phoned customer services to try and resolve this, talked them through the situation, and it was agreed that i should send the sim cards back

I received the parcel to return the 2 cancelled temporary sim cards a few days ago, however when the return jiffy bag and paperwork arrived, its asking me to send back the device, battery and any additional equipment.

Is there any way of checking what i am to return, and what is expcted to be returned. In addition, am i still being charged for these temporary sim cards, despite never using them.

Re: Appointment to cancel sims

James_B — Mon, 11 Jan 2021 18:33:59 GMT

Hi @JudiMcnamara,

If you have been sent a jiffy bag, a return has been arranged for your upgrade, rather than any additional sim only plans you purchased.

If you get in touch with Customer Care, they'll make sure the correct plans have been cancelled.

Thanks

James