Going round in circles regarding a non collected order (Collect at store)

[Anonymous]

Long store short.

Ordered phone to be collected from store

Change my mind

Got in touch with O2 via chat and they said to let it lapse and it would be returned to O2 and cancelled.

Now being chased for £18 or so for the airtime as the store took their time sending it back.

Had another chat session (4th one regarding this) and being told i need to pay and it cannot be cancelled.

BUT I NEVER HAD THE PHONE / ACTIVATED THE PHONE / USED THE PHONE ETC!

was told that was irrelevant as it goes of the date the contract was cancelled on there system

I have the chat transcripts but O2 dont do emails anymore, so how can this be resolved?

[gmarkj]

try calling customer service instead of using the chat option as they (generally) are better at customer service.
they may be able to look into more detail the circumstances surrounding your issue.

[jonsie]

You definitely need to speak to them. Chat told you wrongly. You need to cancel properly and make sure the item has been rescanned back into stock.

[Cleoriff]

You will only get this resolved by taking to O2 customer services

http://www.o2.co.uk/contactus

They should have a record of everything hopefully...

[MI5]

Link has a landline number you can use to call CS and speak to a human
http://www.o2.co.uk/contactus

[Curr946]

Surely if the OP didn't collect from the store, the contract hadn't started. Unless I'm missing something?

[gindygoo]

No you're not missing anything @Curr946 this should negate the contract under normal circumstances. But as mentioned (i'm guessing) if the store haven't sent it back in a timely fashion it was not scanned back in.

But you'd actually think the simple fact of a non collection would end any contract obligation no matter when it's scanned back into stock?

[Curr946]

Well yeah, as to collect it, one would have to sign and show ID. As it wasn't delivered to OPs home address then the distance selling regs don't apply as the business would have been concluded instore. Retailers can't have it both ways.