Good Morning Victoria,

Thank you for taking the time to leave a review. We’re very sorry to hear that you’ve had a frustrating experience and appreciate the opportunity to respond.

Having reviewed your account, we haven’t received any prior communication requesting cancellation of the order. When the device was returned to us, it was automatically reshipped. This happens when a delivery has been missed three times and the parcel is sent back to us by the courier, at which point our returns team process it for redelivery.

If you would now prefer to cancel the order, we would be more than happy to arrange this for you. We can request a return to sender with the courier and ensure the contract is disconnected with the network.

Please note that billing begins from the date the handset is dispatched, so line rental charges may apply while the return is being processed. Any line rental costs incurred during this period will be refunded by the network on your next billing cycle, minus any chargeable usage. This can take up to 4 weeks to reflect.

We’ve also attempted to contact you directly to discuss this further. Please feel free to reply to us or call 0333 900 1144 (option 2), and we’ll be happy to resolve this for you as quickly as possible.

Kind regards,
MJ