Carphone Warehouse Customer Service Issues

Hello, My name is Corey Anderson. About 2 weeks ago, I signed a contract through Carphone Warehouse. Sadly, yesterday I was robbed, and when I tried to call, I couldn't hear properly over the phone. I didn't have insurance, so I'm wondering what my options are now. Is there a way I can pay upfront to have a new phone sent out? It's upsetting because it hasn't even been a full month yet. I'm still in contact with the police and awaiting their response.

Subject: Return of Recently Purchased Samsung S20 Ultra Dear Carphone, I recently purchased a Samsung S20 Ultra 128GB at your Enfield town store on March 21, [redacted]. Due to the current closure of stores because of Covid-19, I am unable to return the phone in person as I intended to. I am reaching out to request assistance in returning the device as I am dissatisfied with my purchase and would like to cancel it. I understand there is a specific timeframe for returns, and I am within this period. I have been attempting to contact your customer service for guidance on how to proceed but have been unsuccessful so far. I kindly ask for your prompt response on the steps I need to take to return the phone as soon as possible. Your attention to this matter is greatly appreciated. Sincerely, Demetrios Karpasitis

I recently had three months left on my contract with Carphone Warehouse when I received a call from someone claiming to be Vodafone offering me a new phone and contract with a 14-day cancellation option. However, when the phone was delivered, it was not the model I requested. I refused the delivery and requested a different phone or to have my original contract reinstated. I would like the new contract canceled as well. My name is Chandrani Elaperuma and you can reach me at [redacted]0.

I signed up for a phone-only contract at the Longton branch in Stoke-on-Trent in February [redacted]. In January this year, when I inquired about the contract end date, I was informed it was February 1st. However, payments of £25 continued to be deducted from my account in March, April, and May. Despite sending emails and receiving only one reply over three months, the issue remains unresolved. When I called Carphone Sales and spoke to a helpful young lady, she advised me to contact customer services via live chat. I am frustrated that I can purchase a new phone but cannot resolve this ongoing payment problem. As a loyal customer for the past decade with multiple lines, including one for my son, I am disappointed with the lack of response. Please assist me in resolving why I am still being charged for a phone-only contract. Your help is appreciated. Thank you, Sean.

I signed a phone-only contract in February **** at the Longton branch in Stoke on Trent. I was informed by the staff that February *st would be my last payment. However, payments of £** have continued to come out of my account in March, April, and May *. Despite sending emails and receiving no replies in the past * months, I tried contacting Carphone Sales lines. After speaking to a kind young lady who advised me to email customer services or use live chat, I am frustrated with the lack of response. I have been a loyal customer for ** years with several deals and phones from Carphone, including one for my son. My details are as follows: S. Coulson at **** Wellfield Road, Stoke on Trent, ST**DE, contact number *************. I am unsure why I am still paying if it was supposed to be the last payment. I am hoping for a prompt and helpful resolution to this issue. Thank you. Sean

I am seeking a new phone from your company. The repair process is moving slowly, and as someone who has faithfully paid insurance for 3 years totaling nearly £[redacted], I am frustrated. I am dealing with severe asthma and require a prompt resolution. My family is in Istanbul, and communication is vital. Despite my efforts and numerous phone calls, I have faced challenges getting assistance. I even received conflicting information in-store. Due to my health condition and the current circumstances, I am urging for a swift response and appropriate help to address the issues with my phone. Your cooperation in resolving this matter promptly is greatly appreciated.

I am looking to upgrade early. I currently have two monthly contracts and a new unused SIM-only plan. Although my upgrade is set for May, the store informed me that I may upgrade sooner due to my Vodafone connection. My grandson owns an iPhone 11, but I plan to give him the new phone while the 11 undergoes screen repairs. Once it returns, it will go to his younger brother, and I will hold onto my XS Max until the 11 is ready for upgrade, when I will select a new phone. I purchased a SIM card for the 11, paying monthly, intended for his younger brother. Is it possible to arrange this three-way swap? I am considering keeping the 11 contract for my phone, opting for the SIM-only plan and passing the 11 contract to my younger grandson with a new number, or inserting the new SIM in the 11 upon its return for him to use. I appreciate your guidance. Thank you. - D. Ridgeon

I recently upgraded my Vodafone contract online. As a profoundly deaf individual relying on ASHA-enabled phones due to my cochlear implant, I was disappointed to discover that my new Samsung a22 does not support this feature. Despite visiting my local store and explaining my situation to the manager, Jonathan Ward, he insisted that I call to resolve the issue, disregarding my communication barriers. While I take responsibility for the oversight, I hope to find a solution that allows me to have a hearing aid compatible phone while retaining my current number. The initial staff member I spoke with was understanding, but the lack of assistance from the manager was disheartening.

Dear Carphone Warehouse Team, I am writing to express my frustration regarding an ongoing issue with a refund of £29.00. On Black Friday, November 25th, I purchased a monthly contract with Vodafone and a Samsung Galaxy22 handset. After realizing the phone was too small, I contacted Carphone Warehouse to cancel and ordered the Samsung Galaxy22 Ultra instead. I returned the initial phone to a DPD drop off point as instructed. Although the phone reached the warehouse, the refund has not been processed. Despite receiving email notifications throughout the process, I was surprised to receive a parcel containing a mathematical compass instead of my refund. When I inquired, I was told the warehouse did not receive the phone but a compass instead, without any prior notification. Despite reassurances to investigate, I have not received any updates despite following up multiple times. I am disappointed with the handling of this issue and would like to escalate it to your senior management team. Sincerely, Mulu Assfaw

On July 3, [redacted], I received a phone in the mail, thinking it was my upgrade, but it turned out Carphone Warehouse sent me a new contract. After contacting them through live chat, they instructed me to return the phone to a store. I promptly returned it, but an issue led to me being charged for the phone I didn't keep. Carphone Warehouse said it would be sorted. Vodafone canceled the contract but charged me the full amount, causing financial strain. After submitting bills as requested, I faced mental health challenges. Later, a debt collection agency pursued me for the contract total, affecting my credit, and my stress increased as my wife is expecting. I hope Carphone Warehouse can rectify their error by covering the bill, allowing me to clear my account and improve my credit.

Hello, I successfully placed an order this morning with Carphone Warehouse for a pay monthly contract with Vodafone. During the checkout process on the website, I encountered no issues and was approved for the contract. However, I noticed a mistake on the "What happens next" page regarding the confirmation email and delivery details. The email address displayed, "[redacted]," was missing 2 numbers as it should have been "[redacted]" Could you please update the email address to the correct one above as soon as possible? The delivery is scheduled for tomorrow (Monday), and it is crucial that I receive the phone before 3 pm on Tuesday afternoon, the 28th of February, [redacted]. Thank you, Mr. J Griffith

Hello, I'm a Carphone Warehouse - ID Mobile customer looking to upgrade my phone. I've been consistently having issues with the 0.01p human verification charge being rejected by your system. I've confirmed with my bank that both of my active cards have sufficient funds and have authorized the charge successfully, so the problem seems to be on your end. Please address this issue promptly. Thanks, Philippa L.