BUYING FROM THIS COMPANY MAY SERIOUSLY DAMAGE YOUR WEALTH AND HEALTH I returned a phone (that had a number ported in) within 14 day cooling off period in April and complied fully with the returns process. The return was accepted by MPD (Mobile Phones Direct) , a RAN (Returns Auth Number) issued and fully completed with MPD acknowledging receipt of the returned device. So far so good. This is where the nightmare begun. The completion of the returns process should result in the retailer MPD contacting the mobile service provider via an internal support process to indicate the phone has been returned whereby a PAC code is issued so that you can port out to to another network thereby completing the return. However, MPD told me to contact the mobile network directly which resulted in an £957 ETF (Early Termination Fee) bill attached to the PAC Code. I queried this with the airtime provider saying the phone had been returned. The airtime provider said ignore the ETF as I had informed the airtime provider the handset had been returned under the retailers RETURNS process. However, the airtime provider subsequently billed me for an £957 ETF in June as MPD had not contacted them to confirm the return!! MPD then refused (by inaction) to contact the Airtime provider to advise the handset had been returned even though my instructions were very clear. MPD took zero action after after each of my many phone calls & emails even though each representative (I spoke to the same person more than once) said the issue would be resolved. Emails were either ignored or answered with non specific questions like "how can we help you" even though my complaint was quite clear. Eventually, the network provider passed my account to a debt collection agency to settle the ETF as MPD offered no proof to the Network Provider that the handset had ever been returned. MPD effectively ignored my multiple phone calls, emails and a formal complaint (email read but unresponded) over a period spanning months. They refused to engage with the "Airtime" provider (by inaction) and ignored my requests to escalate the issue via their management chain. I am still trying to persuade the "Airtime" provider (as at 10th Oct 2020 - 6 months later!!) that the phone has been returned as MPD have violated procedures agreed with the Network Provider. I understand the airtime provider are now launching an investigation regarding the matter as It appears that the mobile phone concerned is still active even though it should have been returned to the Network Provider! I advise that MPD be AVOIDED at all costs if you want to avoid serious issues trying to extract yourself from a airtime contract in the event of having to return a device using MPD's 14 day "RETURN POLICY" which actually translates to..... "RETURN THE HANDSET BUT DONT EXPECT US TO SUBSEQUENTLY DO ANYTHING TO GET THE CONTRACT CANCELLED WITH THE AIRTIME PROVIDER LANDING YOU WITH A HUGE EARLY TERMINATION FEE" !! Having read previous reviews on here for MPD along similar lines it would appear to be a deliberate policy. BE VERY CAREFUL WITH THIS RETAILER IF YOU FIND YOURSELF IN A RETURNS SITUATION !!! Update 24/10/20 - I contacted MPD on 20/10 as instructed in their reply. The email shows as read but they have as yet failed to reply which is pretty much as expected. My original review assessment remains accurate!.. Update 16/12/20 --- Review Stands. Company have stonewalled me. 0/10 for effort. Update 12/01/21 - Well I managed to get £100 compensation from the "Three" network. Nothing ever heard from MPD. Recommendation stands: Avoid MobilePhonesDirect....!!