I purchased an IPhone 11 on line which arrived OK in time for my daughters birthday. However, we could not activate the phone, we thought it was the sim card and visited vodaphone, they advise me the sim card is not the problem its the handset. I then went to Carphone Warehouse where I purchased it on line who actually told me the phone was Black Listed and could not do anything about it and advise me to contact customer service. They advised me to contact another department who advise me they would send DPD to collect it, which they did not do. I then had to start the process again and found it extremely difficult to understand the pigeon english speak person. He then passed me onto South Africa, the lady also struggled to speak in english she told me she couldnt hear me but infact what she meant was she couldnt understand me. She left me holding on for a while when she came back to me I asked if I could take the phone to one of your branches for a refund which they said would OK. This has not gone down well with the branch and I am here now trying my best to get my refund without any luck. This phone was over £500, my daughter should have had a present last Saturday for her birthday. WHAT CAN I DO? will the Ombudsman help? If you cannot take it back due to it being Black listed, how come you can invoice it?