Problems With Tesco Mobile And Contract Phone

[Kassee]

I purchased a iPhone SE on contract with Tesco mobile (plus insurance) as a gift for my daughter in July last year. The phone started to freeze and Tesco (over the phone) helped me to reboot it using my iTunes a number of times. Anyway since beginning December it has frozen completely. It is unuseable altogether now. I am still paying monthly for it.

I have phoned Tesco mobile countless times, they say they will send packaging out so I can return the phone for them to sort out. But the packaging has never arrived. Each time I ring it is a different person, each time they say it will arrive in a few days, and it doesn't. At first they blamed Christmas post - but now its well into January. They say I cant return it without the packaging, for some reason I cant just return it.

I even went to the shop I purchased it from, and they have no packaging, or cant return it for me.

What on earth can I do. Please.

[Buenchico]

Send a shirty letter, using Royal Mail's 'signed for' service, to Tesco Mobile Customer Care, Dumers Lane, Radcliffe, Bury BL9 9QL, demanding that
(a) they immediately send you the necessary packaging ; and
(b) that they provide compensation for the monthly fees you've paid out for a service which can't be used.