I sadly damaged my phone on 16th October. I got caught in a heavy down pour and my phone (Samsung Galazy S6 Edge) was in my pocket and got wet. After three days in rice it still wouldn't boot up so I had to claim on the insurance.
I was told there were no Samsung phones in stock but they could send me a Sony Xperia Z3 instead. Naturally I refused this as I'm still paying for my Samsung...and if I wanted a Sony Xperia I'd have bought one in the first place.
It's now 14th November...I still don't have a phone (still no Samsungs in stock apparently) and yet I've now this month been charged the excess. I complained to O2 and my compaint wasn't upheld...apparently they've offered me a phone, I refused it so it's tough luck that I'm still without a phone as they've done all they needed to do.
I'm now paying for an airtime contract I can't use, a phone that I no longer have, a worthless insurance policy and on top of that an excess charge for something I still don't have. How is this right??? Since when did it become acceptable to offer someone a cheaper alternative? If I wanted a Z3 I could've got one for £17 a month with no upfront cost, as it is I'm paying £50 a month plus whatever my upfront cost was for my Samsung and yet they think the Z3 is an acceptable alternative?!?!?
