FROME STORE..! I upgraded to the Samsung S7 edge which I did not get on with so after 2 days I took the phone back and was told I would have to hand my mobile phone in and wait 3 working days so that the contact would be ended and I could get an iPhone. After the 3 days had passed I didn't hear anything from them and went back into store to get my new mobile phone. They then said that they were waiting for confirmation from 02 that they had received the phone. Another week went by and still no contact from the staff at carphone Warehouse and yet again I went back to the store after numerous unanswered calls made to them. 5 months have now passed and this problem has yet to be sorted. I am still being charged the monthly direct debit for a mobile phone that I do not have and and a contract that I do not what. The staff and manager said that they have tried to make contact with myself but unable to get through. This is find completely unbelievable as they have 3 contact numbers to contact me on. Due to no communication from them I have had to make hundreds of unanswered calls to the store and when I finally get through they fob me off saying thay are still waiting to hear from their head office. I'm sure they would of heard from them especially after 5 months...!!!! I have also made serveal calls to 02 to try and hurry this along as carphone Warehouse staff and the manager kept telling us it was there mistake. O2 advised us that the phone I returned is currently being used in Birmingham with a giff gaff SIM card and they have not received the phone nor have they ever heard from the carphone Warehouse in frome..! Alarm bells began to ring. Inform the manager of the store of this and yet we get more lies and being spoken to in an unprofessional manner with attitude. I have had no other option but to contact trading standards and citizen advice and ask for their help on this matter. This has been ongoing for the last 5 months and has caused unbearable amount of stress and anxiety. After being told today they need an email from 02 which we rang up got and gave to them, they then said we need to give them a copy of my bank statements to prove that I have been paying it in order to get a full refund. When I went to the bank and took it back to the store the manager had conveniently gone home for the day and I would have to wait until tomorrow for him to contact their head office. AGAIN being fobbed off once again. I have advised the store that I am now seeking advice from trading standards and making a complaint and a request for compensation. I just wonder how long it will take them to sort it now knowing trading standards are backing my case and supporting my claim for compensation.