Upgrade Cancelled in transit By O2 a month ago, now asking me £1300 for the device

[Chris9179]

Hi, 

I requested an upgrade over a month ago now and it was cancelled while in transit with DPD due to suspicious activity on my account. While I understand they are just protecting themselves, but also it created a needles credit check on my credit file and it has been nothing but a mess ever since then. I filed a complaint at this time.

Once my phone was returned to them I decided to go with another network and cancel my previous sim only with o2 as well. I then get a message that I owe them £1300 for the device! This first happened 3 weeks ago to which I rang up and put in a complaint due to them not being able to remove the bill immediately and they kept mentioning it needed to be done by the 'backend team'. 

It has now been another 2 weeks, and I called earlier today to ask them to remove it. They once again said they have raised a ticket with the 'backend team' and it will be done within 7 - 10 working days. Seems like that's not going to happen with what's been going on. 

So I now have 2 complaints with them, one over 30 days old with no contact from the complaints teams and one 14 days old with no contact from the complaints team.... they have now gone well over there guidelines for their complaints process and I am in the same position I was a month ago. Is anyone able to help? 

[madasaf1sh]

How the hell would I know @Oxonian  I dont work for o2, but would guess there would be a record, but the op would need to put in a SAR request that can include calls and notes... 

No offence to the op, but i doubt the shop staff told them to go away, but you would be surprised at how many try these things on...

[Oxonian]

I was actually meaning the opposite @madasaf1sh ; O2 using their recording to evidence exactly what was said and by whom ! 👍