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Hi guys,
I've recently applied for a pay monthly contract with O2 for an iphone 7. I receieved a bunch of emails with legal documents and everything on the date that I applied and the website informed me that I'd be able to pick up the phone within a week and that I'd be notified once the phone has arrived at the store. So today, a week later, having still not heard anything from O2 about the status of the phone, I got in touch with someone on the live chat who told me that the phone has arrived in the store and that there was a note stating that they'd only be holding it for two more days - which was two days ago. I plan on visiting the store first thing tomorrow to see if I can catch it before they return it, but having not received the confirmation email that it has arrived along with the collection reference, I don't know if they'll be able to help me, even if they do have the phone. The guy on the live chat said to bring a form of photo ID and address verification which I am able to do, but I wanted to know if this was an issue that anyone else has encountered and if I'll likely be able to pick up the phone.
It'd also be nice to know what I can do if they have sent the phone back, because it'd be a little annoying to have to apply again. Any help or advice would be much appreciated. 
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Definitely call them as I would take anything live chat tell you with a large pinch of salt.
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Just a quick update guys, I called the store who said the phone was there but the order had been cancelled because it hadn't been picked up in time. Quite annoying because I was just waiting on the confirmation email with the collection reference to come through before I visited the store to collect it, but there you go. I'll probably just look elsewhere now, but thanks for all your help and advice guys
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