Being charged for old phone through switch up.

[Bertosyoudos]

Hi.

I'm being charged for my returned phone that I swapped through switch up.

They have confirmation and I have a reference number to confirm they have received the phone back.

It was sorted out the first month and now it's back to being charged.

I have been given the run around by 202 this past week with the promise of it being sorted, the best I got was a reference to this case and two minutes later an email saying the complaint has been closed.

Anyway, what am I supposed to do now? who else can I contact to sort this problem out?

I know that @Dave-O2 can sort these problems out, going by others posts.( dont know how busy he is though)

Any help would be fine.

Thanks.

[Bambino]

@Bertosyoudos Dave is on paternity leave. 

Best thing for you to do is speak to the Payment Management Team on 0800 902 0217/0800 032 5302

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

[madasaf1sh]

@Bertosyoudos 

Your best option, and one a few of us on here have done, is to log a complaint via the email address on here https://o2.co.uk/how-to-complain

As Customer Services seem to be incapable of dealing with Switch Up issues..

[Bertosyoudos]

Ok, Thanks for the swift replies. I will come back to this to keep it updated.

[Bertosyoudos]

So I phoned the sales team number, which is basically 202. The person now tells me they know all about it and to wait until the 20th for the phone to be took off my account. confirmation about all of this would have been nice.

Anyway if there is no luck I will use the complaint email you said about.

thanks.

[Bertosyoudos]

So I have just had to use the complaints email as I am not being helped by 202, Just going through the same conversation everytime. And being hung upon when trying to explain we have been through all the same motions on earlier calls.

Twenty years or so with o2 so feeling disappointed with them at the moment.

This post is just for posterity.

[Bertosyoudos]

Also does anybody know if I go into an o2 shop they can sort it or will I be in the same position?

Thanks.

[Oxonian]

You @Bertosyoudos could try a local O2 retail store or you could try the social media team ; the latter are based in the UK and have a good reputation for solving customer problems.

You can message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2 

However, you might find that with an open complaint on your record, other O2 teams are either unable or unwilling to engage with you. 👍 

[Bertosyoudos]

The complaints team got back to me and said all they can do is automatically take twenty pounds off the bill and the rest they will have to do manually.

I have no idea why it can't just be wiped from the bill as they have all the information and the old phone back.

Anyway it's a solution I suppose, until next month when I have to phone them back to sort it again....probably 😀

They will be doing this for the next 18 months, which is silly in my opinion.

Anyway thanks to all that answered and I'll keep this post going with any updates for others to see if they end up in the same boat.

Cheers.

[Oxonian]

Sounds like progress @Bertosyoudos, please keep us updated on developments. 👍