Still being charged for a phone returned by O2 Switch Up

[dave1989]

Hi everyone,

I was hoping someone could help me.

I returned a Google Pixel 7 via the O2 Switch Up Programme in July 2024 and ordered a Google Pixel 8.

My Google Pixel 7 was returned via Royal Mail using a prepaid returns label sent to me by O2 and I received a confirmation email on 1 August 2024 saying that my Google Pixel 7 was received okay and in working order and that this device plan would be paid off in full.

I have continued to be charged both for my Google Pixel 8 and for the Google Pixel 7 I returned back in July. I have tried to contact O2 via telephone on this matter at least ten times now and I am getting no where. I keep being told that someone will look in to the matter and call me back, but I never receive a call back and when I then ring again I end up speaking to someone different and having to re-explain the situation and end up back in the same place and no further forward. I sent an email to O2 complaints service weeks ago and again never received a response.

With the current cost of living being charged for two phones isn't ideal and unless I can get someone from O2 who can actually help me I am going to continue to be charged for two phones.

I have been an O2 customer for over 20 years so I am really disappointed by this service. I was wondering if anyone else has experienced this same issue and if they got it resolved, how did you go about this? I have been thinking of contacting my bank and suspended all payments to O2 and just moving to another network.

Any help would be greatly appreciated.

Thanks,

David.

@Dave-O2 

[Cleoriff]

@dave1989 

Sorry but @Dave-O2 is on extended leave.

I know you say you have phoned O2,and they aren't helping which is no surprise to us. You might be better off contacting the social media team who are UK based and far more helpful.

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 may need to nudge them a couple of times but someone will answer and you wont have to repeat yourself constantly.

Good Luck

[dave1989]

Hi Cleoriff,

Thank you very much for your response. I will try and reach out to the social media team and hopefully this will get me further than the phone calls have.

I appreciate your response.

David

[Cleoriff]

@dave1989 

Your welcome and best of luck. 👍

[Oxonian]

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@dave1989 wrote:

I sent an email to O2 complaints service weeks ago and again never received a response.

It is currently @dave1989 taking O2 up to eight weeks to investigate and respond to complaints. Hence, if the eight weeks is not yet up, you will probably still hear from them. 

After the eight weeks point, escalation to the Ombudsman is an option :-

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

In particular :-

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.

[Oxonian]

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@dave1989 wrote:

I have been thinking of contacting my bank and suspended all payments to O2 and just moving to another network.

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I would think long and hard before you take that action @dave1989. O2 are ruthless as far as perceived debt is concerned and will not hesitate to sell your "debt" to a Debt Collection Agency. Furthermore, they will trash your credit score in the process, meaning that your move to another network might not be as straightforward as you anticipate. 👍