topic Re: 18 year old son is being asked to pay for a phone that’s been returned to 02 at their request in Discussions & Feedback

18 year old son is being asked to pay for a phone that’s been returned to 02 at their request

The_disillusion — Mon, 06 Jan 2025 20:46:09 GMT

Hi everyone,

We took out a new contract with 02 for an iPhone 15 and then requested that an older number, in my wife’s name, was transferred to my son’s account.

After many calls with 02, over several days, and hours, we discovered they had cancelled my son’s new account in error. When we challenged O2, we were told they would be unable to reinstate the contract and that the new handset should be returned. He’s now received three notifications asking for full payment for the phone. We spoke to 02 and returned the phone as requested, and yet they continue to chase for payment.

We have opened a complaint with 02 and have to wait 28 days for a response but they continue to send these threatening letters asking for payment even though the phone has been returned,

We are at our wits end with worry and stress over this. I expect bailiffs to be at my door in the next few weeks asking for this payment.

O2 customers service is non existent. Both my wife and myself have been loyal 02 customers for many years. I think our only option now is to go to the media to report this.

Can anyone here offer any advice on how to resolve this issue. Calling 02 is a waste of time.

Cheers

Phil.

Re: 18 year old son is being asked to pay for a phone that’s been returned to 02 at their request

Oxonian — Mon, 06 Jan 2025 21:00:11 GMT

A warm welcome @The_disillusion to this O2 customer to customer community. it is a shame that we are not "meeting" in better circumstances.

Your issue is now that, having submitted a complaint, you are unlikely to find any O2 team who are able and willing to engage with you. And O2 are currently taking up to eight weeks to investigate and respond to complaints.

I suggest that you get in touch with the Payment Management team on 0800 902 0217 :-

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Please keep us updated on developments. 👍

Re: 18 year old son is being asked to pay for a phone that’s been returned to 02 at their request

Enlli — Mon, 06 Jan 2025 21:52:14 GMT

Ana Tim's at the Guardian if you are thinking of the press

https://www.theguardian.com/profile/annatims

Re: 18 year old son is being asked to pay for a phone that’s been returned to 02 at their request

Bambino — Mon, 06 Jan 2025 22:29:28 GMT

936+-+@The_disillusion By all means go to the media. O2 doesn't like bad publicity. Take legal advice as well, if you can.

Re: 18 year old son is being asked to pay for a phone that’s been returned to 02 at their request

jonsie — Mon, 06 Jan 2025 22:33:25 GMT

I would suggest Citizens' Advice Bureau as a next step

But media for sure...