I have just returned from being out of the country for just over 2 weeks and am disappointed to find that my phone/contract order was not cancelled, as promised, and I have been charged. On 26 December I placed an online order for a handset to be delivered the next day before 10.30am (Ref: 89705272). After the handset did not arrive on 27 December I phoned your contact line and they explained that there had been a problem with the delivery, and the handset would be delivered the following day. I explained that this would cause a problem as I would be out of the country for a couple of weeks, so could not sign for the delivery of the phone. I also highlighted that this would also mean I would have to start paying for the contract before I could receive the phone which was not suitable. Your customer service adviser confirmed that they would cancel my order with no charge as I had not yet been charged for the handset or the start of the contract, and that they would also cancel the phone delivery. Since returning from my holiday I have now found that my order was not cancelled and that I have in fact been charged £70 for the handset, and £33.49 for the first direct debit payment. I have since been refunded for the payment £33.49 in relation to the email below but I have not yet received a refund for the £70. Please can you advise why this is and organise a refund as soon as possible? Nicola Kendall nicolafkendall@gmail.com 07738281158