Can somebody sort this please? Very disappointed.

[Kim8]

I’m incredibly disappointed in the customer service I’ve received this past month.

I ordered a new iPhone on O2 refresh. Around a week later I decided to cancel. I was told it was on two separate phone calls. I even received an email from the store saying I hadn’t picked it up so my order was canceled.

Great! Just to be safe I also canceled my direct debit for the phone payments. No harm, since it’s canceled. Then come corona time, as if there’s not enough stress I’m receiving calls and texts from O2 telling me I haven’t paid for the phone and will be cut off if I don’t.

Um? The phone that was canceled that I don’t have? So I called again, patiently waiting an hour, just to be told that I’ll have to pay until stores reopen and then I’ll be refunded.

I’m sorry but after being told it was already canceled by 2 customer service advisors I’m not really feeling very trusting in that I would be refunded. I need my phone to work from home and all of this is stressing me out.

[MI5]

@Kim8 

We are all customers here just like yourself.

I'm afraid you'll need to follow the advice from customer service.

[Bambino]

@Kim8 We are all customers here with no access to anyone's account. I will tag our community managers to see if they can assist. @Martin-O2, @Marjo 

[Marjo · Accepted solution]

Hi there @Kim8 , sorry to hear about the frustration you've been having with this. 😞 Thanks for tagging us in @Bambino , happy to check on our end what's happened with this one, and hoping we can help sort this out for you. I'll need a few additional bits of info so will drop you a private message here on the forum shortly.

[Kim8]

Thanks Marjo. Problem now resolved. Yourself & the O2 Platinum Guru & O2 team that got in touch were all very helpful & understanding. 😊

[Marjo]

Thanks @Kim8 for posting an update and glad to hear it's all fixed now.