Account not updating after Switch up

[Rog22]

So on the 11th of this month I upgraded from the Xperia 1v to the z fold 5 but my account hasn't updated since then and still shows I have the Xperia and the old tariff that I had with it. It still says on my account that they are sorting my upgrade.. I've rang customer service and they told me I need to go back to the shop. I did however and they claimed my "360" account would take 72 hours to update on the new system. So far it hasn't. So I've called up customer service again and they claimed that the Xperia hadn't been marked on the system as returned eventhough I obviously did return it or I wouldn't have my new fold 5 I currently have. My only worry is that it needs sorting this week before the 14 days cooling off period or I will need to cancel and re do the whole thing again losing my 512gb fold 5 I got on the deal for the price of the 256gb. I've never had this problem before but I'm being told 2 different things from customer service and the shop. Anyone else had this issue lately? 

[MI5]

@Rog22 

Not surprised the way things are currently with O2's systems.

You need to contact O2.
Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202

[pgn]

I would not worry, @Rog22 - my Pixel 4a from a 2.5years ago was registered as:

Order Date:04 January 2021

Order Number:o2-04xxxxxxx

Order:Pixel 3A

And remained thus until I upgraded to a 6a at the end of last year.

So it goes. I guess such things are more important if you are on a Switch Up Plus Plan for future switches... 🤷 Keep on at them if it stays that way beyond next week, as per @MI5's advice above.

[madasaf1sh]

It could be Shop that is causing the Issue, as all my Switch Ups, have shown instantly, even before I have walked out the door of the shop. 

As not a lot Customer Services can do if the shop haven't followed the process. 

I would go back to the Shop, and get them to correct their mess @Rog22 

[Rog22 · Accepted solution]

So I spoke to CS again and they told me again to go back to the shop so I did and ended up cancelling my order all together as it was still within the 14 day period.

They came across the problem with my account while doing it and had to call CS and the advisor at the other end of the call just cancelled it for us and I was able to take out a new one this time with no issues everything on my account updated straight away with the correct information.

I'm not sure why this happened in the first place but it's all sorted now.

Thanks  

[pgn]

Good job, @Rog22 - thank for the update. Persistence wins again 👍