Returning my old phone

[Smansigani]

It’s been 2 weeks since I upgraded my phone and I am yet to receive the returns pack - though I have received reminders to send the phone and a warning that I will be charged if I don’t!

I have tried to call lots of times! I’m concerned that I’ll be charged for not returning the old phone even though it’s not my fault. 

Is there some alternative method for returning the phone without the return pack? CS have not mentioned anything and I’m getting super stressed out about it. 

[Jon_K]

Thanks for coming to the community, @Smansigani.

The best way to get this sorted is to speak with our Customer Care team, which it sounds like you've already done.

They're the team that send the returns pack to you. It's also worth letting them know that you've had a reminder to send your phone so they can leave a note on your account. This will stop any charges that may have occurred. 

Jon

[Smansigani]

Hi Jon

I have tried ringing many times, and the wait is endless....can u just
arrange this for me please? Hopefully it is straight forward to do? Many
thanks Sunita

[James_B]

I've sent you a private message @Smansigani

Please check your inbox and get back to me when it's convenient.

Thanks

James