Insurance claim

[Anonymous]

4 Week's and still no phone after the claim has been excepted ,and a new handset has been sent out via DPD.I will keep it brief , on 15th October 2017 I made a insurance claim against the iPhone 7 that I lost.
1 week later the claim was excepted (O2 adviced 48 hrs is the norm )when I called them 3/4 days after the claim was excepted the informed me that the phone that I was waiting for was out of stock. .....3 days later I called again and was informed that for the inconvenience they will send me a red iphone 7 258 gb,2 days went by so I called again I was told that the phone was delivered at 9.34 am ,this was at 2pm,30/40 mins later the delivery driver from DPD knocked on my door and said he thinks he dropped the phone off across the road. ....After he knocked on about 6/7 doors in the street he came back and said I'm not sure what I did with the phone but I'm on my last warning and could I say that I have received it and pay you for the cost of the phone if I agreed. ....4 week's still without a phone and the plot thickens. ....!!!!!!
Could anyone please advise as all I get told is this may take another 8 weeks to resolve.

[MI5 · Accepted solution]

If you haven't signed for it, it's still O2's responsibility until you do.
Make a complaint if customer services are refusing to help you http://www.o2.co.uk/contactus (scroll down for complaints)

[Cleoriff]

If you do complain then use Resolver in the link given above https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services?odm=300_1_1&utm_source=O2&utm...

[jonsie]

Do nothing to protect the driver. Next thing you know, the police will be knocking on your door and charging you with aiding and abetting fraud or theft. Make the complaint and quote the driver.

[MI5]

I would never want anyone to lose their job, but the driver does appear to need some more training on how to do their job properly.
I'd hope there was no malicious intent (but maybe I'm too trusting), but it does have to be highlighted, if only to help other customers.

[Cleoriff]

---

@MI5 wrote:
I would never want anyone to lose their job, but the driver does appear to need some more training on how to do their job properly.
I'd hope there was no malicious intent (but maybe I'm too trusting), but it does have to be highlighted, if only to help other customers.

---

A family friend works for Parcel Force and they are given training about 'parcel deliveries'. They do deliver some mobile phones but the training is generally regarding seasonal gifts as well.

Listening to the tales he tells me of some other courier companies... I would be very suspicious of this...but then that's just me...

[Anonymous]

I've spoken with the police and they say it's a civil matter

[Beenherebefore]

---

@Anonymous wrote:
I've spoken with the police and they say it's a civil matter

---

Somebody has phone which they know isn't theirs........if they deprive the true owner of that phone then that is theft.

"A person is guilty of theft if he dishonestly appropriates property belonging to another with the intention of permanently depriving the other of it; and “thief” and “steal” shall be construed accordingly."

[Anonymous]

I totally agree, but I am the person who has lost out up to now, it's O2s job to investigate this case and compensate me accordingly

[MI5]

Totally agree.
Get the complaint sent off so it's official and traceable.