https://community.o2.co.uk/t5/My-O2/Ordering-disaster-delivery-disaster-customer-service-disaster/m-p/1404908#M10213 <P>So I ordered a new phone and contract last week (I have moved to an area where my EE phone doesn't get any reception).&nbsp; I also ordered some accessories.&nbsp; None of which ever arrived.&nbsp; DHL claimed they couldn't find my address, despite me getting repeated text messages saying they were on their way.&nbsp; I contacted customer services on a sunday and the agent said she would call me the next day to give me an update.&nbsp; She didn't .&nbsp; I then contacted O2 by the online chat method.&nbsp; They said DHL were sending the phone back to them and the contract would be cancelled, I would be refunded for the accessories.&nbsp; They advised me to do a whole new order under the same account details which I did.&nbsp; They said they would put a £30 credit on my account for the inconvenience.&nbsp; Bear in mind I have now had two credit checks because of this and have now paid the upfront cost of the 2 phones and for the accessories twice.&nbsp; The second phone I asked to be delivered to a nearby O2 store so I could avoid the delivery issues again.</P><P>Today I logon to my account to check both order statuses and lo and behold, it says I have no orders, no contracts, nothing.</P><P>I contact the o2 complaints team on the chat.&nbsp; Explain all the above.&nbsp; They say they are 'unable to access my account' and I'm to contact their fraud team via email.&nbsp; She then cut the chat off when I politely expressed my displeasure.&nbsp;</P><P>Has anyone got any experience of this?&nbsp; How long will I have to wait to hear back from the fraud team?&nbsp; Why is everything so annoying?&nbsp; Why is the customer service for all these companies so awful and why do we put up with it?&nbsp;&nbsp;</P> Tue, 03 Nov 2020 16:02:22 GMT Bridget12345 2020-11-03T16:02:22Z https://community.o2.co.uk/t5/My-O2/Ordering-disaster-delivery-disaster-customer-service-disaster/m-p/1404908#M10213 <P>So I ordered a new phone and contract last week (I have moved to an area where my EE phone doesn't get any reception).&nbsp; I also ordered some accessories.&nbsp; None of which ever arrived.&nbsp; DHL claimed they couldn't find my address, despite me getting repeated text messages saying they were on their way.&nbsp; I contacted customer services on a sunday and the agent said she would call me the next day to give me an update.&nbsp; She didn't .&nbsp; I then contacted O2 by the online chat method.&nbsp; They said DHL were sending the phone back to them and the contract would be cancelled, I would be refunded for the accessories.&nbsp; They advised me to do a whole new order under the same account details which I did.&nbsp; They said they would put a £30 credit on my account for the inconvenience.&nbsp; Bear in mind I have now had two credit checks because of this and have now paid the upfront cost of the 2 phones and for the accessories twice.&nbsp; The second phone I asked to be delivered to a nearby O2 store so I could avoid the delivery issues again.</P><P>Today I logon to my account to check both order statuses and lo and behold, it says I have no orders, no contracts, nothing.</P><P>I contact the o2 complaints team on the chat.&nbsp; Explain all the above.&nbsp; They say they are 'unable to access my account' and I'm to contact their fraud team via email.&nbsp; She then cut the chat off when I politely expressed my displeasure.&nbsp;</P><P>Has anyone got any experience of this?&nbsp; How long will I have to wait to hear back from the fraud team?&nbsp; Why is everything so annoying?&nbsp; Why is the customer service for all these companies so awful and why do we put up with it?&nbsp;&nbsp;</P> Tue, 03 Nov 2020 16:02:22 GMT https://community.o2.co.uk/t5/My-O2/Ordering-disaster-delivery-disaster-customer-service-disaster/m-p/1404908#M10213 Bridget12345 2020-11-03T16:02:22Z