DPD lost my phone

[JR6]

I was meant to receive my phone 3 July. I have contacted o2 multiple times and have been told DPD are doing an investigating as to why it’s been lost. That’s not my problem because I paid o2, that’s between them and DPD. Tried cancelling and I can’t, if I hear nothing by Monday I will be contacting Citizens Advice as they will be in breach of the Consumers Rights Act.

[Enlli]

This is not O2 but a community of customers like yourself. No one from O2 will read your post.

Mabe worth dealing with them through social media as you can keep the tread and use it as evidence

(https://o2uk.co/O2CFB) 
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) ,

[JR6]

Posting here as I'm at a complete loss as to what to do after numerous unsuccessful phone calls to o2 spanning nearly a month.

I upgraded on the 29th June online, was informed I'd be receiving my new handset on the 3rd July. DPD never attempted a delivery and it's now been under investigation for nearly a month as a lost parcel. I've had to chase this about 9 times now to just keep being told I have to wait for this investigation to be concluded and to keep calling back. I don't understand why at this point a replacement cannot be sent to me, as the issue is clearly between DPD and o2 to resolve.

I've even tried to cancel the upgrade today to be told I can't do that until the investigation is resolved.

Extremely frustrated by the appalling Customer Service. If nothing else, surely I am entitled to cancel at this point?

[Cleoriff]

@JR6 

Sadly, no you can't cancel until the investigation is complete.

You can make a complaint though. https://www.o2.co.uk/how-to-complain  Use Resolver in the info re complaints.

[JR6]

I was not able to cancel it within the 14 day window as I had not received my devise. If I hear nothing by Monday I will be contacting citizens advice as it will be over 30 days and in breach of the consumers rights act. I have submitted a formal complaint.