I am being charged for a phone I don’t have

[Mzgbemmy]

Hello,

i had ordered a pink iphone 15 to pickup at Birmingham new street store. I later figured I would prefer the plus so I placed another order for the 15 plus which was delivered to me. Wanted to give the 15 to my mum so I went to the store to pick it up. On getting to the store I was asked for my ID and I gave them my brp. I was told to sit and I waited for almost 30-40mins only for someone to come to me that BRP can’t be accepted as a proof of Id, explained to them my passport is expired and they said they won’t give me my order in a very condescending manner. I left and made a cal through to 202. The guy said they should at least be able to take a proof of address or something from me. I was ready to go into the bank to print my statement. Went back to the store and handed them the phone and I was hearing all sort of racial comments from the CS in store. The manager asked why I chose pickup when it could be delivered. I wanted to ask if he would say the same if my colour was different but I kept mute. Anyways I am being charged for this same phone as the store has refused to cancel the order even tho the phone has remained with them for more than 14 days. Called yesterday to complain and I was told to go into a store I don’t feel safe in. A store I was humiliated and abused. I need the order cancelled and my tariff be returned to my only sim tarriff that I brought in from virgin. 
thank you

[MI5]

@Mzgbemmy 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

How to complain here, Use Resolver for best results https://www.o2.co.uk/how-to-complain