Help required. O2 Switch up Mess!

[j1234]

Can someone help!

I recently completed an O2 switch up, returned my old device and then received the notification that the device was returned successfully to O2, however my bill still shows this old device on my account and I am still being charged for it! O2 stated I need to go instore to amend but they can't do anything, billing, customer services, switch up team and the contracts team cannot do a thing about it (useless) I was on a call for 2 hours trying to resolve this and O2 hung up!

I am now getting desperate can anyone help?

[Sloan650]

@Dave-O2 

hi Dave, exact same issue here hoping you can help? 

I’ve been to the store 3 or 4 times and they have promised each time it was resolved. Promised to add a courtesy discount to my bill aswell that has never appeared…

This has been ongoing since October 2023, please save me from this madness….. 

[Dave-O2]

Afternoon @Sloan650 

Can you please drop me a PM with some further details on what's happened and i'll take a closer look 👍

[Ven_004]

@Dave-O2

Hi, i am also in the same situation with everyone.

I have sent you a message.

[Dave-O2]

Thanks @Ven_004 

I can confirm that i have your PM and i'll be back in touch as soon as i can 👍

[Ven_004]

Dave has been a great help and helped me fox the problem!

[richllew]

Hi Dave. I'm really hoping you can help. I have had major issues with my switch up. First of all the handset was returned to me as apparently it was the wrong model (it wasn't). Then when I finally returned it again, my device plan wasn't cleared. I've had numerous telephone conversations and chats through the app. The last time I was told it would be cleared but it still hasn't. Every time I speak to someone I have to explain everything again and I'm going slightly mad here and still paying for 2 handsets! Apparently I was supposed to be contacted by someone 'higher up' but that was a few days ago now.

[Oxonian]

@richllew 

You need to tag @Dave-O2 so that he sees your message, but bear in mind that he will not be around until next Monday. 😀 

[richllew]

@Dave-O2 I don't think I tagged you in the above message. Thanks for the heads up @Oxonian 

[Enlli]

@richllew Just to say he won't be around until Monday.

[Dave-O2 · Accepted solution]

Afternoon @richllew 

Can you please drop me a PM with your details and i'll take a look at this one 😊