Order stuck in processing

[c0neill]

I ordered my new phone on Wednesday (7th August) and still not recieved it today Saturday (10th August).

I've called customer services twice already and both times they've given me the same answer that my phone is stuck in processing.

I have recieved no e-mails or texts stating when my parcel will be despached but yesterday I had a knock on the door from DPD, they had my parcel but needed a 4 digit verification code which I had not recieved. 

Just now I've called customer service up again and they said they can cancel my order and told me to go to a store and re-order it which was not what I had origially done because I upgraded online.

This is getting nerve racking now as I've already had to take 2 days off in order to be in for the delivery and now I may have to stay home Monday to wait in for it when it's all due to a system error.

I've made sure my details are all correct with customer services and it all checks out.

Could anybody help me with what I can do from now please? 

[Enlli]

Not much more you can do

Try these rather than standard Customer Services 

Looks like you should contact the sales team as they can help with that – message them on Social Media if yo can - on Facebook (https://o2uk.co/O2CFB) , 

 Twitter (https://o2uk.co/O2CTW) or 

 Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255, free from any phone or landline.

[TFDERRY]

If you make a complaint to 02 you will not receive a response as they have said they do not have enough staff to deal with complaints. Then you email them to request a review of the complaint to Complaint Review Service (UK)

complaintreviewservice@o2.com unfortunately you will not receive more than an automated reply but nothing else happens. So you call them up stating that you request a Lockdown letter as you intend to raise the case with the ombudsman. I had no service for 3 months, my own number didn't port, temporary sim did nothing, it was faulty but after all my calls, emails etc it wasn't until I requested the Lockdown letter that things started happening. Within 5 days from my request my number ported, my service is perfect and I received £325 goodwill payment. It's just knowing the right angle, wish I had known sooner. If you can avoid using 02 then I suggest you do as the backup service is not there.

[Oxonian]

For the record @TFDERRY, the procedures to be followed are detailed in :-   

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

in the latter, please take careful note of :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

And it is a "deadlock" letter, not a "lockdown" letter ! 👍