Cancelled Upgrade

[Emz891]

I placed an upgrade on Saturday but ordered the wrong size ipad. Within just a few hours I called to cancel. A colleague advised that he would send an email and it would be cancelled and I could reupgrade Monday.

The ipad was still dispatched on Sunday. However, Monday O2 initiated a return and it was returned to sender. It never actually went out for delivery to myself. 

I spent abousolutly ages yesterday on online chat and phone calls. I was given different information each time. 02 keep referring to it as a return. However, it isn't as I am not returning it. That is between 02 and DPD. You can clearly see from the system it is being returned by the tracking details. 

I just want to order the right size ipad before they go out of stock. However, one minute they say I can reorder on Monday. Next I am told I have to wait for it to be marked as returned. You can see it is being returned and not by myself.

I just want this resolved. Tempted just to go order elsewhere 

[Emz891]

I've now been told I can reorder and then my original upgraded sim can be cancelled with no penalty 😧

[MI5]

@Emz891 

Make sure it's cancelled within 14 days https://www.o2.co.uk/help/device-and-sim-support/returning-your-device

[Emz891]

I am not sure I believe them. I have the chat log confirmed there will be no charge. The sim I upgraded was sim only and I thought it was tied into contract but that isn't what the chat colleague told me

[Emz891]

I had no contact or emails from 02. However, I went into the app today and it gave me the option of upgrading for free again. 

[MI5]

You're all set then @Emz891 👍