topic Re: O2 refusing to honour switch-up after wrong order in Pay Monthly

O2 refusing to honour switch-up after wrong order

LookingForHelp — Thu, 31 Jul 2025 12:33:09 GMT

So very long story short, I went into store to place a preorder on the fold7 1tb, the sales rep messed up and ordered the 512gb he thought the warehouse staff would bump me up for the promotional offer to 1tb. A week later and the wrong phone was delivered low and behold, went into store and all of a sudden I'm met with loads of problems, the manager said because the switch up was already used I'm unable to get the right phone for 90 more days...

Made all these promises with a customer support person on the phone and now I'm just getting dragged round in circle, still no correct order placed, no help at all! One rep even told me to recycle the brand-new in box phone, pay off what remains the make a new order... like was I really being told to take a loss on a wrongfully ordered product I didn't even want lol. Was told by a complaints agent this would be sorted by now, now 3 days after she was meant to ring back and I'm still left in the dark.

So I've being paying for something I literally can't use and every9ne im talking ti is failing to even help in the situation. The customer care is atrocious! So does anyone have an email or any recommendation on course of action?

Thanks guys!

Re: O2 refusing to honour switch-up after wrong order

MI5 — Thu, 31 Jul 2025 12:47:51 GMT

@LookingForHelp

There's no email except complaints make a complaint

You can message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Good luck though, you'll need it !

Re: O2 refusing to honour switch-up after wrong order

LookingForHelp — Thu, 31 Jul 2025 13:25:03 GMT

Yeah I've tried their Facebook team, seems like they're not up for it either as its been over an hour since their last reply after explaining my situation. Looks like it's the email route

Re: O2 refusing to honour switch-up after wrong order

madasaf1sh — Thu, 31 Jul 2025 13:58:20 GMT

@LookingForHelp

Why not 14day it, and then reorder the correct phone? You will have to wait for it to be delivered, but you can do all this in store, and would be the quicker route..

Re: O2 refusing to honour switch-up after wrong order

LookingForHelp — Thu, 31 Jul 2025 15:15:24 GMT

I did return it under the 14 day, but the store said because the switch up had been used I'd have to wait another further 90 days to use it again... absolutely shocking I know. Plus they said I'd miss out on all the gifts and preorder benefits

Re: O2 refusing to honour switch-up after wrong order

madasaf1sh — Thu, 31 Jul 2025 18:10:41 GMT

Load of BS from the instore team, the 14days cancels your upgrade and you start again so try a different store..

But yes you will lose all the preorder stuff and benefits... and to be fair as soon as you did the 14day you lost all those.. and they wont put them back on as the promo is run by Samsung and they are getting stricter on all the offers...

Re: O2 refusing to honour switch-up after wrong order

LookingForHelp — Fri, 01 Aug 2025 10:20:20 GMT

Funny you saying that, last year o2 messed up a different order and because the code for some headphones had expired I insisted on them sending me credit instead to buy at retail. And no, the promotional stuff doesn't dissappear if you need to do a return and reorder within the time period, I had already asked about that part.

And the switch-up cannot be re-added on their system for another 90 days or some I'm told, so that's why an instore visit is off the table.

Re: O2 refusing to honour switch-up after wrong order

madasaf1sh — Fri, 01 Aug 2025 11:23:42 GMT

If you return the phone within the 14days then you aren't doing a switch up, you are just doing a normal upgrade to a new handset... and you just select a plus plan and the new handset and the clock resets then for the 90 day switch up...

I know a few people and some on here who have done this, so either the store dont want to deal with you or are making crap up..
As I said to to a different store, and see what they say, as I am basing this on what others have said, and when I have done switchups in the past...

Re: O2 refusing to honour switch-up after wrong order

LookingForHelp — Fri, 01 Aug 2025 14:14:51 GMT

Well I've just been trying all that crap for another 2 hours, escalations, complaints and a customer service reps. Non of which were helpful at all. Now they've had the brilliant idea of me recycling my current phone, then paying £1000 off to take a new handset lmao. What an absolute joke of a company, if that's whos representing their complaints team then I'm screwed. If I can't get any straight answers I'll just request my deadlock letter and go the ombudsman route. Funny how they keep asking me to pay off handsets but won't honour their switch-up agreement... would all this amount to a break of contract if anyone here might know?

Re: O2 refusing to honour switch-up after wrong order

Oxonian — Sat, 02 Aug 2025 19:24:55 GMT

Take care @LookingForHelp to follow the complaints' process carefully :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

customer-complaints-code-**Personal info**.pdf

https://a.storyblok.com/f/253875/x/053f6260c6/customer-complaints-code-**Personal info**.pdf

Please keep us updated on developments. 👍

Re: O2 refusing to honour switch-up after wrong order

LookingForHelp — Thu, 07 Aug 2025 13:53:54 GMT

Still no solution, spoken to countless customer "support" people, absolutely clueless. Then 3 or so managers and 2 or 3 different departments within complaints... What is actually going on with O2? They used to be a brilliant company when I was younger, now they've got a 1 Star Trust Pilot page... no wonder I'm not getting any help. Ombudsman time soon, then I'm leaving this doggy doo doo company. Considering I've being paying for this switch up ******e and they're unwilling to honour it or rectify the problem speaks massive amounts. They really do not care as a whole

Re: O2 refusing to honour switch-up after wrong order

madasaf1sh — Thu, 07 Aug 2025 20:22:22 GMT

@LookingForHelp

Before you go to the Ombudsman, you need to follow the complaints process, I did a complaint about another company and they want the deadlock letter nowadays...

Follow the complaints process here : https://o2.co.uk/how-to-complain

But yeah o2 support has got to a point that no one gets owt out of them, and they are beyond incompetent..