Two weeks ago I decided to upgrade my current phone for what was available in the O2 store. I set my new plan, paid £200 upfront and placed the order and was told it would come the next day. Two days later I call customer service to check on where my phone is, they say there has been a delay but should be with me tomorrow. Next day comes and still no phone so I call again. This time I am told that the order was cancelled by O2s fraud team (with no warning or notification sent to me no less) and that I should be refunded in 3 working days.
3 working days pass, no reimbursement. I call again and this time I am told it's 3-5 working days, and previous representative was wrong. While on the phone I decide to re-order the upgrade again (this time only paying the minimum upfront payment), order goes through and I am told it should be with me tomorrow.
5 days later, no phone and no refund. I call again. I am told that there have been issues with deliveries yadda, yadda, yadda, but they are fixed now so should get the phone in the next few days. Regarding the refund I am told that as the order was cancelled by the fraud team the money was put on hold and cannot be refunded until they flag that it was a mistaken case of fraud. I ask the rep why this wasn't done a week ago when I first called and was told my order was cancelled by the fraud team but wasn't given an answer. They said the money should be refunded in 72 hours (either directly or as credit).
Well it's been 72 hours and guess what? No phone, no refund. Two weeks after placing that first order I am down over £200 with nothing to show for it. Every time I call customer service I've been given a different reason for why O2 still has my money after not delivering what I paid for and told to wait another three days.
This is unacceptable.
If this issue isn't resolved by the end of the week I am honestly considering just cancelling the phone as well as my account with O2. I've been with them for over a decade but this entire ordeal has left a horrible taste in my mouth. I feel like I've been scammed.
