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Anonymous
Posts: 0

Cancelled contract not received phone back

Hello,

 

I upgraded to a phone contract from my SIM only on 26 Feb 15 and decided to cancel it to go back to SIM only.

 

I contacted O2, who told me to reject the parcel on 27 Feb 15, which I did.

 

Nearly 1 month later, they haven't received the phone back, despite telling me twice that they had (I have evidence on email).

 

To make matters worse, they are now charging me for the contract, even though they can clearly see on the tracking that I've not received it.

 

I have contacted them nearly ten times now and keep getting mixed answers. That is of course, if their live chat will actually work.

 

Any advice?

 

Thanks

 

Posts: 84,487
Topics: 580
Solutions: 4,306
Registered: ‎04-01-2009

Re: Cancelled contract not received phone back

In this instance I would respectfully suggest you forget live chat and speak to customer service. They should be able to track it on the system. The courier obviously won't have your signature on delivery though it's not been unknown for phones to go walkabout when refusing delivery. If speaking to O2 doesn't resolve it for you, make an official complaint via the link at the foot of the page.

How to complain

Posts: 100,583
Topics: 767
Registered: ‎14-01-2013

Re: Cancelled contract not received phone back

Please do not contact live chat for this issue. You should be speaking to somone from customer services

http://www.o2.co.uk/contactus

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Anonymous
Posts: 0

Re: Cancelled contract not received phone back

Was this through a courier such as dpd or UK mail
Level 25: Hard Hitter
Posts: 1,340
Registered: ‎22-11-2014

Re: Cancelled contract not received phone back

Oh no, the dreaded UK mail! If they're your courier then it'll take a fight to sort it out.
Good luck.

Charlie.
Posts: 84,487
Topics: 580
Solutions: 4,306
Registered: ‎04-01-2009

Re: Cancelled contract not received phone back

I've never been a fan of the 'refuse delivery' system...too many outside factors for my liking. I would accept delivery and send it back Special Delivery via Royal Mail and at least you get to see the signature.