After Upgrade issue

[Gordonis]

My partner upgraded her phone back in February this year in a store that is local to us. No issue during the process of the new phone instore. After a month we had a letter saying we owe £770 so we phoned customer services they couldn't help us, so went into the store they said they have the receipts of them sending the phone off but it looks like it is lost in transit their end. We keep getting letters about this and keep calling customer services to try and resolve this issue, we thought that we managed to resolve this but the next month we got another letter informing we have to pay this. 

We both want this resolved ASAP as it's effecting our relationship. Any help is much appreciated

[Cleoriff]

@Gordonis 

You need to contact Payment Management

You can reach the Payment Management team on 0800 902 0217 or 0800 032 5302

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best time to call is around 8.00am

[Gordonis]

OK thanks will phone them

[Gordonis]

What I don't understand is why we have to pay as it's the postal company fault for losing the phone from the store, can you help for me to understand thanks 

[Cleoriff]

@Gordonis 

Payment management should be able to give you a better explanation than I can.

Hopefully they know more about O2 policies. 👍