Refund

[Ahop]

I am having real problems obtaining a refund for a device that I have returned and have spent hours on calls. I returned the device on 27 November and the associated SIM has cancelled but the device is still showing on my account. This is all because instead of upgrading, the app / online portal opened up a second contract for a new number. So I ended up then having to upgrade my existing number, which meant receiving 2 mobiles, sending one back and then having this issue of waiting for a refund and cancellation of the second device which hasn't happend. Three has gone awful

[PeteG]

Hello, Ahop. 

It sounds like quite a mix up, but I'm glad you noticed the problem and got one of the devices returned. 

It sounds you're early in the process. It can take up to 5 working days for a device to be scanned in and verified after being received. Once that happens the account is closed, and a final bill needs to be generated, this can in some cases take up to 28 days to happen. 

If you'd like to check in with the team to see how things are going and make sure things are progressing as expected, you can do so through the Contact Us page.

Pete.