Upgrade done no device recieved

[agritaL]

Hi,

Did an upgrade on 29/06 and all went through. For whatever reason device was not sent although I have all documents (contract etc) I have been trying to chase costumer service but they say - wait, it's all in process

On 26/07 Direct Debit payment for device was taken. What can I do regarding this? Is it worth trying to go through ombundsman or something? 

[JonathanB]

Hi @agritaL,

I'm sorry to hear that you've been waiting all this time for your device. Can you let me know a bit more about the situation? What phone or device did you order, was this a pre-order, out of stock on back order, or did the team provide any other explanation to you about the delay or how long they expect this to be?

Thanks,
Jonathan

[agritaL]

Hi, 

Device (samsung s24 ) was available as I was ordering it. I chose delivery to store as I was not being home due to work.

After a week I popped in to store just to find out when to expect my phone,but they had no info about it

I used chat option and was told that there has been a glitch in the system and it will be sorted in 3 days. nothing happened. used the chat option again and consultant opened the case stating that device is not received.(case is showing as in progress and it was opened on 16/07) I phoned and got told that my case is being looked in to and I should phone in 5 days(which will be Friday) my biggest concern is how come i'm making payments for device I do not have.

Thank You