Being scammed by Switch Up!!

[Roblfc]

Recently done a switch up from my iPhone 16 Pro Max to the 17pro max

done the switch up in store (pre order day), every thing was fine. Was supposed to get a return envelope but after waiting around 5 days after collecting my 17 pro max I decided I wasn’t waiting much longer (as they’ve double and triple billed me before when switching up. 

I went on to the live chat to express the slow time it’s taken for the returns envelope so I asked if I could return it to the o2 shop I done my switch up in, they said yes no problem, I rang to the o2 shop to confirm with the manager and he said to bring it down. 
actually complimented me a few times on how well I kept the device (day 1 screen protector, case and lens protector, original box and even receipt etc).

anyways everything is all good he takes the phone I left it on and everything for him to go through again or whatever he wanted, assures me he’ll get it sent off and taken care of (he knows I’ve some mental health issues so took care of things)

fast forward to today getting an email and text from Micro Ingram and o2 recycle telling me they can’t accept it saying the reason for it is it couldn’t make a call (total nonsense, if it couldn’t do that I’d have got AppleCare to sort it if o2 couldn’t)

so I panicked but then thought it has to be a scam or something as the text from Ingram was a normal mobile number 

I decided to call the the o2 shop( from here on I recorded every call) and explained the situation and wondered if it was a mistake or scam, the manager wasn’t in but the other guy who was there both times i was in was sure it had to be a scam as the phone was perfect etc

i checked the my o2 app and everything seemed normal 

rang o2 customer services (recorded) and explained everything to them and that it was in perfect condition plus I didn’t send the device in I even took it to the shop tf or the manager to do for assurance.

the lady on the phone checked my account and said no issues so it had to be a scam.

heart settles a bit.

but I check the emails for discrepancies but realise the number at the bottom is the genuine o2 recycle number….heart goes off again

rang back to the shop, he again assured me that even though the manager wouldn’t be in til Friday that the phone was left in perfect condition so he couldn’t see why, but also as he’s not the manager or anything and the only one in store he couldn’t do any proper checks etc for whatever reason…but assured me that it had to be a mistake.

still not settled I ring customer services back again to ask for a supervisor to ring me (waiting on that) as my mental health was up the walls with anxiety, she assured me it’d get taken care of, but until then I cannot settle as I know it was perfect

every call was recorded so now do I wait on a manager from customer service to ring me back or are they really trying to do me over here and should I just call citizens advice or my solicitor as it really is causing stress I don’t need

any help would be appreciated please 

[MI5]

@Dave-O2 

sounds like customer services arte dealing with this, but maybe you can check for @Roblfc ?

[Roblfc]

Hopefully someone sorts it, anxiety + heart disorder isn’t a good combo, still waiting on a supervisor or someone ringing me back, I called the o2 shop again (recorded) and he’s still just as baffled and said he knows the phone was fine and I left it in their good hands to do whatever and send back to o2.

ironically both the o2 shop and o2 themselves told me it has to be a scam…. Now I’m beginning to think I am getting scammed but either by Royal Mail, Ingram or o2

just not acceptable to cause this much stress to a customer 

[Dave-O2]

Thanks @MI5 

@Roblfc So i can check on this, please drop me a PM with your mobile number.

[Roblfc]

I’ll drop my number to you thank you, I really appreciate i re rang CS and they said the supervisor said they will sort it out and take the 16 pro max full value off my account, but time will tell. Thanks 

[Donatello951]

I have been through this exact situation the last 6 months. I have had acknowledgement from O2 who state there is a billing error on my account resulting in an incorrect bill in excess of £1100 each month. The only way to fix this each month is to manually amend it. The system cannot understand my old contract has been finalised. As a result of this, my account has been put into debit three times, I have been cut off for outbound and then later on inbound calls, my credit score was affected twice, I was given £500 compensation, but the issue still is ongoing.