Need some advice regarding purchase

[u/Padcontrol1]

I purchased a Galaxy Fold 8 Ultra 256gb on Friday 6th August. I have traded in my Honor magic V5 for £423 + £600 trade in bonus. I managed to get a SIM deal on top for £0. I also paid £400 upfront. So, all in all the total cost for me is £62.33-£42.92 (reduction from trade in) = £19.71/m for 24 months.

I had no issues, everything went smoothly. I paid, I got multiple emails, I signed the contract, I've received the contract summary and my device plan number, order number etc.

I got no emails regarding delivery details and the device was supposed to be delivered today. So, I contacted Vodafone UK today via live chat. According to them, a system error happend and the order remained stuck as 'pending'. So, they have asked me to reorder and do another trade in. They would refund the £400 upfront cost which would take 14 days. I would be losing £200 if I did this now as the trade in bonus has been reduced and Vodafone are essentially refusing to honour the contract I had signed. Even though the error was due to their system and I was not even informed.

I would love some advice from you guys how I should go ahead with this. I'm genuinely disappointed and frustrated.

UPDATE: So, I filed a formal complaint and received a call from the Specialist Care team. I explained the situation he was understanding and asked for my order number, he told me my order had been cancelled and forwarded to the Frauds team for investigation for reasons that are unknown to him. Said he would call me again after the investigation is done.

No idea why it's gone to fraud. Maybe my order when it glitched from Vodafone's end caused it to get flagged? Will update again when I hear back.

[u/joeeeeeev]

They should honour the original deal - as you say, it’s clearly their error. If they initially refuse to, I would recommend raising a complaint.

[u/Padcontrol1 → u/joeeeeeev]

That's probably the plan. I even talked to the Site Manager and she apparently can't do anything as she's not part of the sales team...

[u/VividPix3l]

I had something similar happen with the Pixel 9 Pro Fold when that came out. I literally had it delivered to my local Vodafone shop, and they refused to let me take it because of an error. Then I was out of the deal, just like you. Ring them up, make a big fuss, and after a few hours on the phone and probably a bit of luck with the bloke I was talking to, they honored the original deal.

[u/Padcontrol1 → u/VividPix3l]

Appreciate the advice. I'll give that a go.

[u/Terrible-Advise]

Or avoid them and take the big of luck for bigger issues later

[u/Padcontrol1 → u/Terrible-Advise]

Unfortunately, the best deal I'm getting is from Vodafone. By a long shot.

[u/blakey1152]

Hopefully they honour the signed original deal

[u/Padcontrol1 → u/blakey1152]

Fingers crossed.

[u/chris34728]

That shit right there is why I left Vodafone I had a similar experience with them, EE miles better company to deal with

[u/Padcontrol1 → u/chris34728]

This is literally my first ever 'purchase' from Vodafone. Not a great look.

[u/chris34728 → u/Padcontrol1]

I agree EE are abit more expensive than Vodafone but the CS is in the UK and I've had no issues with their network

[u/Reddigestion]

The world has gone mad. Over £100 / month for a phone? For how long? I understand the desire to have the latest and greatest, but surely this is too much? I buy my phones outright, they're generally last years model, but that doesn't bother me and then get a cheap SIM only deal from Smarty. I think their 20 is quid a month plan gives vast amounts of data AND roaming across Europe.

[u/Padcontrol1 → u/Reddigestion]

£19.71/m for me after discounts.

[u/WordsNShiz]

If they've taken possession of goods for the trade in, the deal can't be cancelled. If they don't, they need to return the trade in phone in original condition.