Phone collected by dpd but was lost

[RK19]

Hello I have a really big problem I was contacted by a three call centre last august about lowering my contract and having a free Apple Watch as a reward. Baring in mind I have autism and adhd so of course I couldn’t say no! 
so the next 2 days a S23 ultra and galaxy earbuds and a watch arrived and I never agreed to it but they called me saying that they had made a mistake and said they thought I was a new customer which didn’t make sense and they said they would take it back by next day.

next day dpd arrived and took it but I wasn’t given a receipt.

Now they have threatened me with a ccj and I need help asap as I don’t know what to do as I do not know where this phone is.

[Geluk]

You need to contact 3 directly.

[RK19]

Yes I did that and they couldn’t help because they don’t have the device 

[Officina-red]

Sounds like a scam/fraud has been done to you, I’d try https://www.three.co.uk/privacy-safety/report-a-problem plus maybe @JonathanB can assist you. 

[JonathanB]

Hi @RK19,

I'm so sorry to hear about this. It sounds like a fake dealer fraud. The caller will have been impersonating Three, and the DPD courier will most likely be one of the fraudsters too.

There's a few variations on this, but they essentially mimic an upgrade or new contract sales call, then using the info obtained from you on the fake call, submit an upgrade, but will choose different devices from what was discussed. This sets precedent for "returning" the phone and any accessories, but the fraudsters then intercept this by either posing as a courier, or asking the customer to post the package back to an address they can collect from.

It sounds like customer services misunderstood the situation, as they would normally raise a fraud investigation for you. I'd recommend to use the link supplied by @Officina-red for more info on how to raise the fraud with us, or as you've mentioned autism and ADHD, you're also entitled to contact our Customer Wellness Team for additional support. They're specialists in accessibility and vulnerability so I'm sure they'll be able to help.

Thanks,
Jonathan

[andreapisauro]

something very similar happened to me just a few days before. It was from someone pretending to be 3 who had access to my account. I described what happened here: https://community.three.co.uk/t5/Account-and-services/If-you-receive-a-phone-from-three-you-didn-t-o...