I need to return a faulty iPhone 12

[AS-NBC]

Hi - I ordered a refurbished iPhone 12 recently and received it yesterday. I have not been able to set it up and transfer data from my old phone as the iPhone 12 keeps shutting down and shows 0% battery. It does not respond to charging despite trying different cables and plugs. The iPhone 12 accepts my old passcode and I am able to get as far as iCloud download, but then it shuts down. I called O2 support and was told that they do not have technical support and I would have to call Apple. I called Apple and was told that it sounded like a hardware issue and that I should return the iPhone 12. I called back O2 to arrange but I could not understand the lady I was talking to. I really did try but I just couldn't follow what she was saying. We seemed to get agreement on a return, but then she was looking for new SIM only tariffs for me and saying they were too expensive. I agreed to a 30 day tariff and she said she had to do an eligibility check. At this point I hung up. I really didn't know what she was trying to do. So basically, I want to carry on using my old phone, on my existing tariff and return this iPhone 12. Can I chat with someone to do this? Should I go in store? I can't call up again as that was a nightmare. Really fed up and could do with some clear guidance.

[MI5 · Accepted solution]

@AS-NBC 

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202

Guide: How to find help & contact O2 

[AS-NBC]

Thanks - I actually have it sorted now. Had to get to a live agent from the bot chat.