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Failed upgrade debacle

MikeF
Level 3: Thinker
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Good morning,

 

I tried to upgrade online, but the website crashed. O2 have taken £144.00 to pay off my old device and £9.99 upfront costs, but the upgrade didn't complete leaving me out of pocket and without a new phone. I've been told thay I can pay again (I can't afford this) or waith 5-7 days for a refund and upgrade then, but I'm really not happy about this as my old phone is pretty much dead. I have spoken to a manager who isn't budging and I'm at the end of my tether, does anybody have any suggestions? 

 

Thanks in advance 

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MI5
Level 94: Supreme
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All we can suggest is a complaint @MikeF
All details on this link http://www.o2.co.uk/contactus but it may take just as long for them to get back to you.
You could also try calling your bank to see if they can recall your money, but it might not have actually left your account yet as you didn’t complete the process.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 2 of 6
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jonsie
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The online upgrade system really isn't fit for purpose. We see so many of these posts these days which is why we always recommend going instore. O2 should have a system in place whereby these monies can be refunded immediately.

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Message 3 of 6
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EmilieT
Former Staff
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Hi @MikeF, how are you getting on with this, any progress or new info from Customer Service? slight_smile

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Message 4 of 6
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MikeF
Level 3: Thinker
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All sorted slight_smile I vancelled it with my bank and upgraded in store thumbsup

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Cleoriff
Level 94: Supreme
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@MikeF wrote:

All sorted slight_smile I vancelled it with my bank and upgraded in store thumbsup


Did you get a refund from O2 or were your bank just holding the money till the purchase went though? @MikeF

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Message 6 of 6
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