Hey all,
Apologies in advance for the long post!
I spoke with O2 regarding an error made by O2 where my Switch Up was denied due to O2 recording the wrong GB of the phone I returned (I sent back a 128GB iPhone, and they emailed saying it wasn’t eligble as they expected a 256GB iPhone).
I have gone back and checked my initial Switch Up email and contract details which all confirm the agreed phone was 128GB, and therefore, it is a clear issue on O2/Switch Up’s side.
I have also checked the O2 forum and many other customers are having the exact same issue: https://community.o2.co.uk/t5/Pay-Monthly/Switch-Up-Wrong-Phone/td-p/1812984 Which looks like it’s something to do with the IMEI numbers.
Unfortunately, I didn’t see the email and I only became aware of the problem once the phone was returned to me. I contacted the Switch Up team who were really unhelpful, and basically said that if I had called them before the phone was returned to me (of which there was only a 2-3 day window), they could have helped, but as it’s been returned - I have to go through O2 customer service.
The O2 agent I then spoke with on the phone initially said that there is nothing they can do, despite O2 very clearly being at fault, and said I will have to recycle the phone myself and use it to pay off my device bill.
I emphasised that this is not an adequate resolution, when O2 are clearly at fault, and I asked to speak with someone more senior that is able to sort out the problem and allow me to return my old phone - as agreed in the Switch Up contract I entered with O2. It’s baffling that they couldn’t just let me send it back (???)
After lots of back and forth with the agent, it was eventually agreed that my Switch Up would go ahead and I would be allowed to return the phone. It was also agreed that I would be refunded for the last two bills where I have paid for both phones.
He said that I would receive confirmation of this within 24-48 hours, but I still haven’t heard back. I got an email confirming I had made a complaint, which I hadn’t, and will go through the complaints process - so I’m confused and I think the agent was just trying to get me off the phone / “solve” the issue without actually solving it. So has instead recorded it as a complaint rather than ensuring my Switch Up goes ahead.
I’ve chased up with the O2 complaints team, to no response.
Does anyone know what I can do?
Courtney
iPhone 17 Megathread + FAQ's // Don't fall for scams // Bigger benefits – Just for being with Virgin Media & O2
