​@Marina Clark  Sorry to hear this but I'll forward this message to a staff member they'll contact you.

Joe

Hey ​@Marina Clark,

I’ve taken a look on your account, I see the account that was Disconnected on 16/04.

Looking at the invoices, there is one on the 10th for £39.99 (Your Day 1 bill) and then a refund of £26.77 on the 17th. I don’t see a £100 bill, do you have a screenshot or photo of this? Please mask any personal information if you do share it!

Thanks.

Dear Matthew. Thank you for prompt attention to the matter in hand. 
you can probably see the payment of £79 to carphone warehouse on 9 April. This was a prepayment for the handset I never received. On top of that, even a payment of £10 for the line I never had (on the account of not receiving the phone or SIM card) doesn’t seem like a fair deal to me? 
I hope this can be resolved quickly as this caused me so much stress just as I was about to go on holiday. I wanted a phone to take nice photos which I ended up not having a chance to do. 
 

Thanks for the information ​@Marina Clark,  I’ve found the transaction which was closed on the 16th and a refund of £79 (for the upfront cost) was issued. Refunds can take up to 5-7 working days to arrive, depending on your bank, we’re not outside that window just yet. Regarding the £10.22 difference, I've escalated with the team now.

If you’re still in the UK, have you considered popping into your local Currys store? Leicester St Georges Store has 2 iPhone 16 Pros available on the tariff you originally ordered online.

Thanks.

Just to add ​@Marina Clark - that £10.22 difference refund has been issued and will be refunded within 3-5 working days of today.

Thanks!

Dear Matthew thank you for sorting this out. I appreciate your help. 

​@Marina Clark -

No problem, please let me know once you receive the £79 and £10.22 (they’ll be separate payments). Thanks!

​@Matthew T just to update you - the £10.22 has been refunded, still no sign of £79. If possible could you please chase it up for me? It’s been almost a month now. Thank you. 

Hi ​@Marina Clark  sorry to hear that you haven’t yet received your refund.

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview 

We’ll see you there.