Looking for advice

[Charleycrooks14]

Just looking for some advice! 
After returning my phone to Three, and DPD have lost it. It’s been under investigation multiple times. 
I have provided tracking information etc. Three are still saying I have to pay the phone even though the courier they use have lost it. 
I have put a complaint in and waiting to hear back. As I have been told they can’t make me pay a phone that the courier have lost and I have provided tracking for. Is there anything else I can do?

 

 

[Paddiewack]

Questions!

1) “Under investigation “ by whom?

2) Do DPD admit they “lost it”?

3) If they admit they “lost it” then surely the onus is upon them to sort/compensate. What’s occurring with that?

Finally who are “they” who told you  “they” can’t make you pay for a phone?

[Charleycrooks14]

Under investigation by Three, but keeps getting closed. 
I have contact and spoke to DPD myself, but they have told me that Three should be the one in contact and not myself. But three don’t keep me updated in the process and end up shutting the investigation even though I’ve got proof of tracking. 
I have done research (customer rights act) and have received advice elsewhere. And it all says if I’ve provided evidence of tracking, I shouldn’t be liable for the lost of the phone due to threes choice of couriers. 

[Paddiewack · Accepted solution]

With great respect you’ve not answered my questions!  Have DPD said to you that they’ve stuffed up? Because that’s what you said in your original post. It’s crap them saying that you have to only deal with Three because from what I’m reading (forgive me if I’ve the wrong end of the stick) you’re only assuming that DPD have stuffed up without having it confirmed. Aside of that and if it were me I’d get back onto DPD and get them to confirm their stuff up and then approach Three. Or you approach Three and get them to liaise with DPD. It’s all well and good quoting legislation but at the moment you’re chasing your own backside rather than getting hard facts. When you speak to either DPD or Three if you believe your are not at fault don’t allow yourself to be sidelined;stand your ground.

[Charleycrooks14]

Sorry! Spoke to DPD multiple times and they just say Three have to get in contact and as far as I am aware they have but investigation keeps getting closed without any explanation apart from “they still have not received the device”. And when I demand to speak to someone higher at DPD they just end the phone call… I’ve complained to both companies and waiting to hear back from both 😀 

[Paddiewack]

Raising a complaint (certainly with Three) was going to be my next suggestion. If you’ve done that,as far as dealing with them is concerned you’ll have to wait. There’s a target time for them to respond and I’m not entirely sure what that is but raising a complaint is/was the way to go. When you say “the investigation is now closed” who says that because if it’s Three you need to keep on at then. For me it all comes down to being absolutely sure you’ve done no wrong and fighting your corner. 

[Charleycrooks14]

Yes it was three who kept saying investigation closed, that’s why I raised a complaint! Heard from them straight away so hopefully it will be resolved soon 🤞 Thankyou for your advice!