Thanks for your responses. It was a single piece of clothing, a top for around £25. As per your advice, I sent a message to my credit card company. Hopefully they'll be able to help.

Hi All, I made a purchase from Zara online. I chose for my item to be delivered to my local post office. I got a notification it was delivered on 29 Apr. I went to the chosen Post Office branch on 2 May and spoke to 2 postal workers who confirmed it had not been delivered there. Even though I showed them an email from Zara confirming the address of the delivery, and Royal Mail app confirming the GPS location of the delivery they still claimed they had not received the item. Ever since I have been going back and forth with Zara customer service. on 2 May they said it was going to be investigated and I was to be kept informed. 2 days later I still heard nothing and so I contacted them again. I was told that I would be contacted by the end of the day - this never happened. And so today, 6 May, I contacted them yet again asking for a refund as they have been useless. They claim they cannot issue a refund as the item was delievered. I have paid for the item which no one can locate and I'm out of pocket. I have no idea where I stand with this. I'd appreciate some guidance. Thanks.

Hi tobyjugg2, Wow - didn't know that! The bank only told me I could cancel the DD and said I should call vodafone. Will call them again. I've emailed vodafone too as I want to keep everything in writing now. Cheers for the tip!

Update no.2 Hi Guys, I got a mini statement from my bank by text today and guess what - the £569.20 was taken out of my account yet again! I guess even our powerful Lee from vodafone cannot solve this for me! I'm losing the will to live! Had to call my bank again and make a DD indemnity claim! Thankfully they wiped the fee out and cancelled the direct debit! I just can't believe this can happen!

Hi Guys, An update - I got a call from the very Lee (I've read so many good things about him I felt a bit star struck ). As I was at work I couldn't answer so he emailed me asking when was the best time for him to call. He then called again at the time suggested by me. He wasn't aware of this thread so had to explain everything to him over the phone, which took me ages, but he listened patiently. He was really helpful. My vodafone balance is now £0, as it should be. My other line (the one associated with the Samsung Galaxy Note 4 phone) will be closed soon too. He will get back to me on the £149.00 refund later, which I'm sure he will. This is really dragging but at least I finally spoke with someone that knew what they were doing! Thanks Lee and I'm looking forward to you getting back to me on the refund issue.

Hi Guys, Thank you for all your replies. So much useful information I wasn't aware of! Didn't realise they can take my money out of my account (I assume it can be classed as illegal surely!) and then put a mark on my credit file! I will definitely check Noddle (one of the new things I've learned about on here - cheers for this!). I did call my bank yesterday and they cancelled the whole vodafone charge, which was a relief! I'm still waiting for their promised call back! I'm pretty sure they will not bother. And I will definitely insist on an email communication from now on. I will keep you updated should anything change. Thank you so much again!

Hi Guys, Thanks for your replies! CrappoMan - thank you for this tip, never heard of it. I've just called the bank and told them I wanted to do that and they simply refunded the whole vodafone charge! It took me no more than 2 mins! At least I don't have to stress I have nothing in my account till the end of the month! Someone will pay for vodafone's crap service and I won't stop until they do!

Vodafone case ref: WRT135 [#10937250] This is a bit long winded so bear with me my fellow Forumites. On 12th June I decided to get a 12 months contract with Vodafone. I went online and chose Samsung Galaxy Note 4 for which I paid £149.00 upfront fee. However, within an hour I changed my mind and used their Chat facility to inform them I needed to change the phone to iPhone 6 64GB. I was told I'd have to cancel the contract and take a new one. I asked them to cancel the contract. I was told I'd receive an email within an hour confirming this. After 2 hours I called them as no email was sent and was told that the contract had not been cancelled. I explained everything to them again over the phone. I was told everything was sorted. Within an hour I got an email informing me the phone (Samsung) was dispatched! I called the yet again as I got really angry as they unnecessarily sent the phone that I'd have to return anyway. A lady managed to contact the delivery company and the phone was delivered back to their warehouse. I thought that was that on 13 June I took a new contract with them with the iPhone. I waited a few days and on 24 June I called them to check whether the £149 upfront fee and £59.00 contract fee that I was charged had been refunded. I was told nothing had been actioned. I was assured it'd be sorted immediately on the same day I got a txt message to say that the refund of the aforementioned fees was processed. I waited the 10 working days I was told it would take when I got no refund into my account I called them again. I was told that even though there were notes on my system that the refund was to be processed it wasn't. YET another person assured me it was going to be solved. A few weeks later, on 12 July, I got a bill for £569.20!!!!!!, which included the fee of £59.00 (the expected contractual monthly fee) AND the full value of the Samsung phone that I had never received! When I called them they didn't know why instead of getting a refund of £149.00+£59.00 I was being charged for the phone that I'd never had in my hands! After half an hour I was told the bill was changed to the correct fee of £59.00 and that the £149.00 was going to be refunded back to my account and the other £59.00 was to be credited to my vodafone account, which I ok'd. 2 days later, on 14th July I just called them to check if the bill had actually been amended because if it hadn't and If they were to take such a large amount out of my account I'd be in trouble (I'd go out of my agreed overdraft limit). Guess what, I was told this wasn't processed. It took me another half an hour to explain and I demanded a text confirming that the refund was going to be processed and that the bill was amended - I received the text. Today, 21 July, I receive a weekly statement from my bank and see Vodafone have just taken £569.20 (£59.00 of which was for the monthly contract, which I shouldn't have been charged if it had been, as they said, credited into my Vodafone account!) out of my account and no sign of the refund! I was also informed by my bank that I would now be charged £5.00 for overdrawn day! I called them again this morning at 8.30 and yet again they didn't know anything about the refunds or why I was charged this amount! I was supposed to receive a call by 1pm and it 3.23pm and no call from them. I don't know what to do but I'm thinking of going to the police to see if theft charges could be made! Could anyone help please and Vodafone are just useless! Thank you!

Thank you Guys for all the comments. I am 100% sure I have never ever been with O2. My credit file would have my old name metioned. I have never been in arrears with any organisation, whether under my old or new name. That's why I'm really surprised I got this letter. Do you think I should request a CCA?

Hi Guys, Hope you're OK. I am writing to you as I got a letter from 02 chasing me for a debt I do not have with them. I have never had an account with them, never had I had the number they quote on the letter. They mention my account was open in 2008 and closed in 2009. Thing is, they put my old name in the address field - I changed my full name by Deed Poll in 2007 and have never used my old one since. If I'd ever opened an account I'd have used my new name. I don't understand how they found my new address as I have only just moved in to my place. Please help as I do not know what to do. I am certainly not paying almost £300.00 but they are thereatening that if I do not pay within 20 days a debt collection agency will get involved. Help! Thank you Guys

Hey, we are paid by BACS. There's no one in the Payroll department today to sort it out either

Hi Guys, We are always paid on 29th each month. We all assumed that since tomorrow is a Bank Holiday we would be paid today. We only just found out that we would not be paid until the next working day which would be Tuesday 3 May 11!!!! Can they do it? many people here made plans for the long weekend and have no money to realise them. Please help - is there anything we can do?

Hi, Thank you for your message! 1) The break clause is at the beginning of the agreement and the clause mentioning the £285 fee is a separate clause mentioned further down the agreement. The break clause says: 'This agreement may be terminated early by either the Landlord or the Tenant upon serving Two months notice in writing not to be served before 24/04/2011(...)' Thing is we are moving before the break clause come into effect. 2) We had one agreement, both names were mentioned in it though the £285 fee is a one off total fee not a per person charge. That's how I read the clause. You mentioned we have not broken the agreement. Is that so? I mean we are ending it sooner than the break clause allows us to so in a way we do. I don't mind paying the £285 between us as this is what we gareed to do but I simply don't understand their reasoning and telling me we would be having to find a replacement if we don't

Hi Guys, I really need your help with this one. My partnet and I signed a 2 year contract on a 1 bed flat which would end on 24 Oct 2011. We had a break clause stating that we can give 2 months notice not until 24 April 2011. However, one of the clauses states : 'The tenants agree that upon receiving the Landlords consent to replace one or more individuals on the contract they will pay an administration fee of £287.50 to the Landlords agent to cover the process and the drawing up of the new Tenancy Agreement.' Our relationship just ended and he moved out and found a new place to live. Now the agency is forcing us to pay an 'exit penalty fee' of £500.00! Nowhere in the Tenancy Agreement does it say that this would be the case. They say that if we don't we would have to find a replacement. That is not what we were told before we signed the contract. We were told they would find a replacement hence the administration for of £287.50. They also say that this £500 is because this agency are paid commission from our Landlord for finding tenants.He paid them the total commission upfront based on the length of our contract. We are ending the contract early so he has paid them too much commission. He is owed the difference between the commission the agency have earnt so far and the commission he's paid. This comes out of our deposit. (?) They quoted this clause: '[The Tenants agree] to pay and compensate the Landlord fully for any costs expense loss or damage incurred or suffered by the Landlord as a consequence of any breach of the agreements on the part of the Tenant in this Agreement and to indemnify the Landlord from, and against, all actions claims and liabilities in that respect' We are not in breach of the contract we only ended it earlier and hence pay that admin fee. They say if I go to the Claims Court I will lose the battle. I don't know what to do And does that mean that we would be paying the £500 to the Landlord and the additional £285 to the agency? Please help

Hi Bigredbus! Thanks for your reply. They knew I was not happy not to get any help at all. But my colleague's maternity leave came as the company made 5 other members of staff redundant due to the recession so I thought I'd bear the huge workload and prove to them I CAN work my a* off for a while, which I did. But you're right - they'll now try to use my not complaining against me. I really don't want to go the grievance route but I'd have to take it if I'm expected to continue donig her role as well. Thanks for this again!