| Name of Complainant | |
| Date of Complaint | May 17, 2020 |
| Name(s) of companies complained against | Virgin Mobile Finance |
| Category of complaint | Mobile Phone |
| Permanent link of complaint | Right click to copy link |
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Ordered iPhone 11 with AirPods via virgin Mobile, processed incorrectly and was charged full price but with any AirPods included. Was told by virgin mobile I would need to accept delivery and then return before it could cancelled and reordered. Was then told parcel had been delivered on 20th April @ 10.51. I as well as 2 other neighbours witnessed yodel van arrive, park up 70 yards from my house (vehicle tracking data confirms this) and then after a minute drive off without getting of the van and either attempting delivery to address on the parcel (28) or the alleged address of 31 which the app update suggested. My ring doorbell shows nobody attempted to either deliver the parcel or leave a card. I have proof from a later yodel delivery the ring doorbell would be activated if the driver would have attempted the delivery. I made contact with both yodel and virgin mobile and they both said a full investigation would take place. I was then later told it the driver returned to 31 and spoke to someone called Acam (not the name of the proprietor of 31) and they proceeded to confirm I’d collected the parcel. I made contact again and explained a number of flaws in the details provided and then officially made a formal complaint. I was then told by Yodel they wouldn’t be able to assist any further particularly with the vehicle tracking data for the second visit of the driver and then from virgin mobile who stated that because the vehicle tracking shows the driver did stop within 70 yards of my home and that when he returned to check the parcel had been collected via the false name I would be viable. I’ve provided a series of screenshots of evidence that supports my argument it was impossible to prove the following:-
The driver ever made an attempt to deliver the parcel to my address
the driver ever made a successful attempt to 31 due to the fact they are in the vulnerable category and aren’t answering the door to strangers, they never signed any proof of postage, any evidence of a signature or photo to confirm they received the parcel and finally the fact I’ve got multiple witness statements
finally despite the fact covid 19 has had an impact on deliveries both my contact and account information show I was promised delivery to my address with a signature taken and virgin mobile cannot provide any evidence that this was the case.
Image Uploaded by Paul Turrell: