returned a phone but 02 havent stated it as returned

[craig6]

I took a new phone but it wasnt suitable so i returned it in the supplied jiffy bag on the 3rd july. to this date it has not been marked as returned on the 02 system even though in CHAT they stated it had been received, so i cant order a new phone as they are wanting me to pay a settlement fee for the phone i returned. im also being charged the new hirer contract rate without having the new phone. I have been told to wait! for how long they cant tell me. has anyone else had this problem and how did you sort this out.

[Cleoriff · Accepted solution]

Hi @craig6 

Until it's been scanned into the return centre it won't show on your account.

The only people who can help are O2. All numbers to call are in this guide Guide: Coronavirus Community Help and Support 

Best to call and not use live chat.

[Martin-O2]

Please let us know how you get on with this one @craig6. 

[craig6]

Because i didnt get proof of postage 02 will not do a thing to help. Used the word alleged return. Which calls me a liar or fraudster which im neither.
Its making me sick.