New Phone was never delivered

[jhiton14]

For some reason, after being upgraded, my new phone delivery was marked as a failed delivery, and DPD says they have sent the phone back to O2. But I am still paying for said phone, which I do not have! I put in a complaint over seven days ago, but I am not hearing back. WHAT IS GOING ON???

[Enlli · Accepted solution]

Looks like you should contact the sales team as they can help with that – message them on Social Media if yo can - on Facebook (https://o2uk.co/O2CFB) , 

 Twitter (https://o2uk.co/O2CTW) or 

 Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255, free from any phone or landline or via Guide: A Guide to Skype - best time to try calling is around 08:10am.

[Oxonian]

We understand @jhiton14 that it is currently taking O2 up to eight weeks to investigate and respond to complaints. Hence, if you submitted a formal complaint a week ago, you might not have O2's response until the second half of August. 

If you do not hear from O2 by the eight week deadline, the escalation route is set out in :-

o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

In particular :-

What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

This is a customer to customer community so we cannot access accounts or offer other direct help. I hope you are able to sort your issue out by contacting the sales' team. 👍