It took us a few months to resolve this and in the interim we were charged for both the old and new devices. Every time we called it took forever to get through to someone in right department and they would give lots of reassurance is on the phone and promise to chase things up. nothing would happen and we would call back and be told that whoever spoke to his previous previously had not even put records on the file and nothing had been done. so my best advice to you is to keep chasing and then formally write to the complaints department and say you are going to take it to the press or social media. when we eventually did that, we got somebody based in the UK (all other calls go through to a call centre in Indian I believe?) They actually called us and apologised for everything that had happened and rectified the problem immediately. they cancelled all the charges and sent out a new replacement Phone. so it did end well but took months to resolve.
