I ordered a Motorola Moto G 4G phone online from Vodafone in mid-October, and £90 was debited from my account. It was due to be delivered by parcel firm DPD a few days later but never arrived. When I phoned DPD it said the van delivering the phone had been stolen, and told me to contact Vodafone.

I have phoned Vodafone numerous times since then to try to get a refund, each call taking about an hour. After I explain the situation, it always tells me that my case has been escalated and that someone will contact me, but this never happens. I then emailed Vodafone and was told there was no record of my order, so I forwarded it my order confirmation. Its next email said: “Our team will contact you on your given mobile number by tomorrow and assist you further”, but again this didn’t happen. The standard of customer service I have received from Vodafone is appalling. This has been an ongoing issue for six months and I just want to get it sorted out. KM, Bromley, Kent

This one was actually reasonably straightforward to sort out. It turned out that the order number Vodafone gave you had a incorrect digit, which made it difficult to trace – but the company agreed that it should have acted immediately when you alerted it to the problem and sent the invoice.

It said in a statement: “We are very sorry it took so long to sort this out. We are contacting KM to apologise and to arrange the refund.” However, we have since heard that you have still not received the refund and suggest very strongly that Vodafone, still trying your patience after six months, should also make you a goodwill payment.

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