Didn't collect new handset from local store

[John241]

Hi if anyone could help I would be very grateful.

I paid an early upgrade fee and chose the pixel 6a to upgrade to on the 15th September 2022.

I had it sent to store and after a stock delay it arrived for collection.

I then couldn't make it in the 5 working days due to family issues.

I phoned the store and the lady told me it was sent back to o2 on the 4th October via DHL and someone at the warehouse signed for it on the 5th october.

She gave me the tracking details and clear as day it has been signed for.

I've now phoned customer service 3 times since and each time get told, the order doesn't exist on my account.

I have an email confirmation with the order number on and all the new contract details.

Where do I go from here, please someone help me. 

I've just paid the first airtime and device plan payment on the 16th October for a phone I've never had.

[Bambino]

I will tag an O2 online account advisor who will be on tomorrow morning. She will send you a private message through this site. Look for the mail icon on the top right of this page.

@O2Lisa can you please assist @John241?

[John241]

That's great thanks

[O2Lisa]

Morning all, thanks for the tag @Bambino, of course I can. 
@John241 I’ll message you privately and look in to this for you.