Being charged for a phone I don't have?

[Anonymous]

Morning all, received a new phone courtesy of 02 a few weeks ago. Great phone very happy with it. However originally I chose a different phone on a different tariff, ordered online to collect in my local 02 shop. A few days after ordering had a phone call off a lady at 02 saying basically this isn't how the system works as you have to have a credit check etc on a monthly tariff. She offered me a different tariff, which I agreed on, and the phone was to be delivered through the post. However I had my bank statement yesterday and 02 are still charging me for the original phone that I ordered on the different tariff, but changed the order? Would have assumed this would have been cancelled when the lady at 02 rang me and changed the order. The account I'm using now still states the original tariff too! Any help would be greatly appreciated, cheers!

[adamtemp64]

ring 202 and talk to o2 to get the issue resolved

[Anonymous · Accepted solution]

Hey John,

First off - you will need to contact Custoemr Services to have this resolved.

Have you had any money leave your bank account yet? O2 will attempt one direct debit per month so if 2 have come out, then the priority is obviously to get your money back for the first contract.

Give CS  a call, they'll be able to see the phone you have and are using, so that one will be fine. They can then search for the other one.

Once they find the order, they should be able to see that you have never used the handset and so cancel it off without fees and refund you any money you paid towards it.

Let us know how you get on

[Anonymous]

Thanks guys will do...Will update after I have spoken to them, cheers!

[Anonymous]

Right, it appears I have to go instore to collect the phone I originally ordered using the collect and deliver service, and then I have to go the Post Office and send it back to 02 for them to cancel the contract and refund what I've paid in...Seems a bit of an inconvenience, can't understand why the 02 store can't cancel the contract and send the phone back themselves, as they are all the same company? Nevertheless, as long as the issue is sorted, that's the main thing... Cheers all!

[Anonymous]

Phone the O2 store directly and tell them to return the handset to sender. They should be able to do that as they will be sending phones to the returns centre anyway.

Same process, just saves you a trip.