Cancelled new order

[bezman70]

Hi there,

I ordered a galaxy watch 5 pro on Tuesday but then realised the new galaxy s23 will be released soon so I cancelled the order on the same day. My question is how long does it take to show on my account that the watch was cancelled and sent back to o2 as the DHL tracking is still saying its at my local delivery depot with todays  date (27th Jan) as an estimated delivery day and its also still showing on my account meaning the device and allocated phone number.

Any advice would be most welcomed. Thanks

[MI5]

@bezman70 

You will need to take delivery and then return it to O2.

After that, up to 2 weeks for your account to return to normal.

https://www.o2.co.uk/help/device-and-sim-support/returning-your-device

[bezman70]

@MI5 

Thanks for the reply. When I spoke to someone on Tuesday through live chat to cancel the order they told me if they have caught it on time at DHL then no delivery would be needed and it'll get returned without even getting to me. Like I said DHL has said its being sent back to sender on their tracking page which is why I asked how long does it take to get back to o2 after that.

[MI5]

Anyone's guess @bezman70 

It will get wrapped up in the system so it's always best to take delivery and cancel yourself.

You'll need to keep checking the tracking and chasing O2 to process it once they receive it.

[bezman70]

@MI5 

I really appreciate you answering my query but I'm beginning to worry the fact that DHL tracking keeps saying its out for delivery then it says its being returned to sender. Its just like its in a continuous loop of being delivered and being returned. Like I said I spoke to 2 different people on live chat and the best they keep saying is  "Give it a couple of days" which I have done but nothing changes and its getting close to my bill date and this device is still on my account and will be charged for it. So is it possible to get one of the o2 employees to help me on this please.

[MI5 · Accepted solution]

@bezman70 

Don't use chat. Contact the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
Or you can call them on 0800 081 0255
Thanks

[bezman70]

@MI5 

I spent 2 days trying to get through to o2 and when I did I was told they would ring DHL to sort this problem out and ring me straight back and guess what they didn't. Now I've been told the device credit agreement has been added to my credit file even though again was told it wouldn't be because it was cancelled straight away. It looks as though every time you get an o2 person to help people on here it gets sorted quickly so could you possibly get someone to help me please because its just going around in circles and its getting quite stressful and upsetting. Thanks for any help

[MI5]

@O2Ryan will be here from 8.00am @bezman70 

Look out for a message from hm.

[bezman70]

@MI5 

I assume O2Ryan was either not at work or too busy to try to help me today. I'm desperate to get this sorted as its rare as hens teeth to get through to someone at O2. I'm trying to be calm about this but as I spend around £150 a month with O2 some customer service would be most grateful and as far as I'm concerned deserve it as well. Thank you for trying to help @MI5 but I don't know if theres anyone else from O2 on here who could help.

[MI5]

@bezman70 

@O2Emma should be around now so let's try again.