Delivery

[Astro]

I was due a delivery and looked at my App to see the status and was told it was delivered and signed for by myself even though I was 4 miles away …To be clear I never signed for anything or received anything ..The courier has no photos of the alleged delivery and no digital record other than my first name …

So I asked for a copy of the signature and the photo they have to take due to Covid o2 informed me …nothing available 

I was  told to contact the Delivery company ..but as I explained I purchased the item from you and not the delivery company and they have a responsibility to make sure they deliver the item 

I would have thought some sort of ID and proof of address should be required on valuable Tech as standard practice …

[Bambino · Accepted solution]

@Astro If there's no record of a delivery to you, it's not down to you to contact the delivery company. It's O2's responsibility.

You need to speak to customer service.
Call 202 from your mobile or 0800 032 1402 from any phone or numbers here: Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
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

[Astro]

I know it’s been a year since your message ….they told me the device has not been used for nearly a year and that it is my responsibility to go to the post office to get proof of sending as they don’t seem to have any records other than the number is cancelled ….typically o2 

[Bambino]

@Astro As I said before, this is not your responsibility. Are you being charged for this device? I think that after this length of time you should lodge a formal complaint: How to Complain | Help | O2 The Resolver link within that link is an independent review service. Perhaps you should use that.

You may also want to contact the police: https://www.actionfraud.police.uk/

[Astro]

Hi …no the phone was returned between the 13th and 20th of December 2022 ..this was the last recorded use and had not been used since which they confirmed …they cancelled the line rental…but continue to ask a outstanding balance

i have been told it’s my responsibility to check with post office and go through the records, which will not be permitted as this breach GDPR and post office regulations…

The problem is and it’s not the customer services ..which ever country no one knows what is going on …

o2 are an awful company in an awful industry..treat people like …you know what 

[Bambino]

@Astro I'm not really sure what you mean saying it's not the fault of customer service. It certainly is their fault if they're still asking you to pay the balance for something you never received. Lodge a complaint using the link I provided above.

[Astro]

I am going to lodge a complaint as they acknowledged the last use of the item I will go to the post office just out out crossing the T so to speak….thanks for your advice …it’s such a minefield 

[Oxonian]

@Astro 

If I was in your position, I would not go to the post office. You probably won't get anywhere, and you could actually "muddy the waters" by trying to commence your own investigation.

You have been provided by @Bambino with details of how to lodge a complaint and I suggest that you proceed along those lines. This is O2's responsibility, end of story.