Customer Services had no record of my order & payment

[Mike38uk]

I ordered an iPhone 6 from my local O2 store in Highcross, Leicester on Sept 19th.
On the receipt it states that the order is expected on Oct 7th

On that date I went to the store in anticipation of collecting my phone. That was optimistic to say the least.

I was told that stock was arriving at all times during the day.

So, I went to the store again the next day and was told that they “had no idea” when it would arrive.

I then contacted O2 Customer Services and used their online text “Chat” service.

I asked the simple question “When can I expect delivery of my iPhone”. I’ve been to the store twice and they have “No idea”.

I was asked the following:

O2 Agent: What is the the 3rd and 5th characters of my security question?

Me: I supplied that.

O2 Agent: Can you give me your order number?
Me. Is that the 24 long number on my receipt?
O2 Agent: (no answer to last question) Was the order placed in store or online
Me:In store
O2 Agent: That’s the reason it’s not on our records. Go to the store and ask them.
Me: As I said above I have been to the store twice.
O2 Agent: Is there anything else I can help you with.
Me. Yes, read my last few answers.
O2 Agent. Do you have a reference number and have you checked your emails?
Me.Here’s the number 1571000297319140003544
O2 Agent. Please let me have your email address.

Me' I gave it.
O2. Agent. Because the order was placed in store we have no information.
O2 Agent. Here’s a link to find your nearest store!!!
O2 Agent. Can you let me know the name of the store you placed your order with?
Me. Aren’t you reading this? Are you a computer? Can I speak to someone please?
Me. I paid £129.99. Have you a record of this?
O2 Agent: Can you let me have the GED number for the payment
Me. What’s a GED number? Where do I find it?
O2 Agent: GED is confirmation of payment made.
O2 Agent. Can you let me have the make, model and colour of the phone you ordered?
Me. iPhone 6, 64GB, Grey
O2 Agent: You just informed me of the make and model not the colour.
Me. Read the line above it says “GREY”

I was then handed over to someone who was maybe a supervisor and after more questions he said “We won’t be able to confirm the delivery time at this moment”

This “chat” took one hour and 5 minutes.

What worries me is that O2 Customer Services has no record of my order or my payment.

The first agent didn’t seem to understand almost anything.

I’ve sent a complaint to O2 and won’t be using them again.

[MI5]

Unfortunately, I believe early upgrade fees are not refunded if orders are cancelled.

[Anonymous]

That's right MI5, early upgrade fees are paid on the terms that o2 will not refund them.

[jonsie]

Over £100 is a lot to lose so maybe she will have second thoughts....

[Anonymous]

They seem to be asking the same things to different people with different issues. Disgrace

[Anonymous]

Hi

It was O2 that cancelled my early upgrade phone order as it was out of stock.I asked if i could choose another phone but they said i must pay the early upgrade fee again which i am not prepared to do.

I am going to pursue trading standards in relation to this matter.

Kind regards

Julie

[Anonymous]

Would you let us know how this pans out Julie please ?

[Anonymous]

Of course i will,i am absoloutely furious as not only have they had my money since 15/9/14, i have also spent hours in total ringing customer service and holding for up to 20 minutes at a time only to be cut off before speaking to anyone.

I do intend to take this matter further and will not give up until i am refunded 104.72.At the end of the day O2 SHOULD NOT BE ALLOWING PEOPLE TO ORDER GOODS WHICH ARE NOT IN STOCK,CANCELLING CUSTOMERS ORDER BECAUSE THERE IS NO STOCK AVAILABLE BUT STILLTAKING PEOPLES MONEY/

Furious as you can imagine.

Kind regards

Julie anne Evans

[Cleoriff]

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@Anonymous wrote:

.At the end of the day O2 SHOULD NOT BE ALLOWING PEOPLE TO ORDER GOODS WHICH ARE NOT IN STOCK,CANCELLING CUSTOMERS ORDER BECAUSE THERE IS NO STOCK AVAILABLE BUT STILLTAKING PEOPLES MONEY/

Furious as you can imagine.

Kind regards

Julie anne Evans

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I am furious on your behalf. As I have said on many other threads, this practice of showing items in stock...taking customers money...and then saying "Oh whoops...not in stock at all. We will keep your money in OUR account though and leave you wating for your goods...bye ...next customer please" is absolutely outrageous, immoral and seems to bordering on illegal....

[Anonymous]

I have written to O2 using complaints procedure and have sent copies of live chat conversations showing conflicting information from different advisors.

I have wasted so much time explaining my scenario over and over again to the different people i have spoken to.

The last straw was when i went into the O2 shop on Tuesday and was told that they could not see the payment of 104.72 which i had made.Pathetic,,i have the payment and payee on my Natwest statement so god knows why they said that.

[MI5]

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@Anonymous wrote:

Hi

It was O2 that cancelled my early upgrade phone order as it was out of stock

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OK, so that's a bit different - If o2 cancelled the order they will refund you but it usually takes around 14 days for it to hit your bank account.