refund required

[Anonymous]

I ordered two new phones but as they were not fit for purpose and unsuitable for elderly people they were returned.  They were received by you on 17th July according to Royal Mail tracking information.  I am still awaiting a refund of £58.. I have called your customer services on three occasions, but as I now, after a stroke, have difficulty with my speech I found it unsuccessful.  I believe the calls were terminated as the foreign advisors assumed I was shouting - which was not the case.

The order details are NC********* and the return tracking details are  NC*********-*********

Royal Mail tracking reference  ZS********* ** received by you 17/07/2025 at ******* address, This was the label provided by the postman on collection from my home. Customer name Mr. **** with an address *****

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[jonsie]

This looks like something you’d need to call O2’s customer service team about – give them a call on 202 or 0344 809 0202

Use the specific Payment management number 0800 902 0217

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

Guide: How to find help & contact O2 

[Anonymous]

Thank you for a prompt reply.  A you will see I have had difficulties with custom service.  Maybe Ofcom will be my next port of call. As a senior citizen - almost 88 - I could do without the hassle.

best wishes

[Enlli]

@Anonymous OFCOM won't handle your complaint as it is not in their remit..

You would need to go through O2's complaints service. If after 8 weeks there is no resolution you can request a deadlock letter and then proceed to the Communication Ombudsman.

It's a long drawn out process, I'm afraid.

https://www.o2.co.uk/how-to-complain

[Oxonian]

OFCOM will not entertain complaints from individuals @Anonymous ; you would need to utilise the O2 complaints' procedure and then go to the Ombudsman. 

Click on "Contact us" on the bottom right-hand corner of this page and then :-

But complaints' are a very slow process so follow @jonsie's advice first please ! 👍   

[madasaf1sh]

@Anonymous 

If I was you I would edit your post to remove all your personal data, as there is enough data for an unscrupulous person to spam you and find out lots of information about you from your name and post code. 

Also the Norwich address is a bulk address and they are consignment signed for. 

You could always get someone with you to phone and you give them permission to speak on your behalf.

** POST FLAGGED FOR PERSONAL DATA IN POST** 

[Enlli]

*Flagged Again

[Enlli]

@madasaf1sh I flagged it over two hours ago

Maybe we will be heard for our much asking

[pgn]

I did likewise. Lights on, nobody home, as usual 🙄

[jonsie]

So that's all of us now....