Phone return incorrectly processed

Liamm13 — Wed, 18 Jun 2025 14:48:29 GMT

I have an o2 contract with o2 Switch Up so I can upgrade for free and get a new phone when I ask.

On 16/12/2024 I requested a new phone and it came but it didn’t have enough memory so I couldn’t use it. I rang o2 immediately and requested a return. They sent out a bag and I returned in good faith.

However, I then continued to be billed for two phones. £63 for my original phone and airtime and then £41 for the new device I returned.

I questioned this on 03/03/2025 and they said the new phone had not been processed as a return, it had been processed as a recycle with a value of £397. Not a return! The 397 was taken off the bill so didn’t get proper DDs taken out until March and then I noticed the price discrepancy.

They acknowledged their error on 18/03 and said the second device would be taken off the bill and £100 credited to my account for a one off gesture. The credit was added but the second phone hasn’t been removed. I am still being billed for both phones.

Since then I have called numerous times and have multiple complaints raised but no one seems to be able to help. I get promised callbacks from resolutions and they never happen.

anyone have any advice?

Re: Phone return incorrectly processed

MI5 — Wed, 18 Jun 2025 15:23:27 GMT

@Liamm13

Private message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) for best results.

Re: Phone return incorrectly processed

Oxonian — Wed, 18 Jun 2025 18:06:06 GMT

It is futile raising multiple complaints @Liamm13 as each one supersedes the earlier ones and effectively resets the clock.

And if you do go along the complaints' route, you need to be patient as it is currently taking O2 up to eight weeks to investigate and respond to complaints. 👍

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Phone return incorrectly processed

Re: Phone return incorrectly processed

Re: Phone return incorrectly processed