Cancelled upgrade, refund and tarriff change

[Anonymous]

Hello

I went to early upgrade my phone in store after applying online and paying to do so. Told in store couldnt upgrade due to a tiny scratch on the camera on my phone so cancelled my upgrade

The new tariff and payment plan was applied to my contract. I have subsequetly been billed for the new phone and tarrif, and also still no sign of a refund for the upgrade

Anybody know how long this process should take to get a refund and bill changed back? Speaking to O2 is getting me knowwhere, getting diffrerent answers off different people and its driving me mad

Thanks

[MI5]

Usually takes O2 about 2 weeks but chase it up with customer service http://www.o2.co.uk/contactus

[Marjo]

Hello @Anonymous how are you doing this week? Did you manage to get any update from customer service regarding your refund and tariff?

[Anonymous]

No everytime I speak to someone I get different information so haven’t tried again since Friday and since someone said it takes two weeks. It’s two weeks tomorrow so will try again. Otherwise I don’t know what else to do accept try instore at the weekend
Thanks

[Marjo]

Hey @Anonymous thanks for the update! I'll drop you a quick PM (private message here on the forum) to get a few additional details to see if we can help in any way, in case you don't get anywhere with it today either. Hope it gets sorted for you soon!