upgrade nightmare

[Anonymous]

decided to pay a little earlier total of £50 to upgrade a bit earlier from blackberry to a samsung refurb.....3 weeks later several conversations on line and no further .... refurb phone didnt work , returned straight away, so i got in touch with o2 to explain that i didnt want to risk another refurb and wanted to choose another phone... the saga has gone on relentlessly and has me sick to death.... after being assured on umpteem occasions my details would be updated... its still states that in order for me to now update my phone i would need to pay £168 ( which it would be if i had actually recieved a refurb phone that worked) to pay up to May 2017. i now have it seems a new tariiff, no phone ( luckily the old blackberry still works) and no way of getting a replacement phone,  without it trying to charge me the £168 in my basket with the phone...... please can anyone help i have spent soooooooooooooo much time talking to 02 im truly sick and fed up trying to get this resolved, all i want is a phone, 😞

[perksie]

I doubt you can use the online shop for this, you need to arrange any new deal directly with O2.

[MI5]

Are you calling CS or live chat?
I'd suggest calling rather than anything else.
If you have and still not got anywhere escalate it to complaints http://www.o2.co.uk/how-to-complain

[Anonymous]

thanks ill give it a try - they just keep telling me on chat that my account will be updated and ready to restart a new upgrade in 24hrs....then it just isnt cheers its got me drained!

[MI5]

Yes, chat is like that.
Call CS and get someone to own the issue for you http://www.o2.co.uk/contactus

[Anonymous]

lesson learnt thanks! dont try and get this sort of problem done on line, one phone call 20mins later sorted, eeeeee all those hrs wasted! cheers

[MI5]

Sadly, that is reflective of live chat, hence the reason we always advise calling.

[jonsie]

We have little confidence in anything related to live chat. Glad you are sorted now