HELP! Another phone incorrectly stuck in my account I can't cancel my contract?!

[Hunolop]

TDLR; can O2 legally tell me I can't close my account if I'm willing to pay the remaining amount?

I've loved O2 until Aug 24, I tried to switch up on the telephone and never received my device. Nov 24 I start getting charged my current bill +the new phone I tried to switch up to.

I contact O2 and they tell me the device is stuck in processing and they will work on this and call me in 10-15 days. That never happened and Dec 24 I'm billed again. I call for a refund amount and continue to do this whilst being told it is getting sorted 

Apr 24 it is still on my account I'm still calling every month. My app has changed this month where I had 300 left on my contract until Jan 26. I've now got the new phone with 900 left until Aug 28. I've told O2 I just want to pay up and walk away now, but they cannot close my account without removing this device? 

Where do I stand with this every month I'm having complaints raised, tickets raised but nothing is being changed?

[Cleoriff]

@Hunolop 
Have you tried O2 via social media? They are UK based and have a good rep for solving issues. 

Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG)

Best of luck.

[Hunolop]

I haven't I've always called ill drop them a message thank you

[Cleoriff]

@Hunolop 

Best of luck x

[Oxonian]

If the social media route does not solve this @Hunolop, you could consider escalating your complaint to the Ombudsman. Please post again if you want guidance as to how to do this. However, as that's a lengthy process, social media is your best option. 👍