Returned a new phone but didn't receive any confirmation and refund yet

Hello @Florencexin,

Welcome to the Community! I'm going to help you immediately with your refund.

We do everything we can to make sure we refund your payment within 14 days. In this case it takes longer due to a problem with our system, my apologies for that. I have looked into your order and I will personally make sure that your file is dealt with as a matter of urgency! I will contact the financial department who will take care of this. I will manually put your down payments on the list and they will be processed next week. I will continue to monitor this myself so that I am sure that this will be resolved. 

Please be patient, but I know from experience that this will work out, I promise! You don't have to do anything now. If you have any questions, don't hesitate to ask. I am here for you!

Dear Cas,

Thank you so so much ! I feel much relieved to have you helping me. 

All my best wishes,

Florence 

Hello @Cas van Tele2 ,

I am writing to check if there's any update regarding my case. Do you know if my case has started to be processed yet? 

Thanks,

Florence

Hello @Florencexin,

I immediately checked with my colleagues who manage returns. We are still waiting for confirmation that the device has been received in good order. My colleague indicated on 4 March that it would take 10 days for a response, that is 10 working days. This deadline expires tomorrow, I am obliged to wait. In the meantime, I have sent an e-mail and will continue to investigate! 

Don't worry, your device has been delivered to us and you have sent us the proof with the track and trace code. We are waiting for our returns team to confirm.

Dear Cas,

Thanks for your reply. Unfortunately another week has gone but I still hear nothing... 

Hi Cas,

Yes, I have finally received emails and updates from Tele2 about the information of return.  Thank you very much. Hopefully I'll receive the refund soon. 

Hi Cas,

I have finally received the refund for the phone that I have returned, however, tele2 is still charging my monthly installments for the device- in March, and even in April. 

Hello,

Thank you for your update. I see that your return has arrived but that you were charged for your device. You have discussed this with my colleague and he has refunded it. It is now solved.