Charged for 2 iPhones!

[Andyd19]

Hi

I've been going through a nightmare with my upgrade.

The original delivery never arrived and is still showing as a collection event or delayed by DHL since 1/10/24. 

Eventually after numerous calls and chats with O2 a replacement was despatched and arrived safely.

Now my bill includes a bill for 2 devices even though only one device appears in my account (the replacement). Again multiple conversations with O2 promised to resolve the issue and assured me it would be corrected on my November bill, it wasn't.

I'm not sure what else I can do, I contact almost a daily basis but just get told they have escalated it. 

[gmarkj]

Have you tried contacting o2 on their social media @Andyd19 ?
All links are in the guide below 

Guide: How to find help & contact O2 

[Andyd19]

@gmarkj Yes I have. The gave me an incident number and promised to update me when they heard back, that was originally on 25 October. I have contacted them multiple times since to be told they haven't heard back and would escalate it. 

[gmarkj]

Keep poking them periodically @Andyd19 , or perhaps try a different platform?