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?

[Anonymous]

Until fairly recently, they were charging me for 2 different Samsung Smart Watches, one of which wasn't worth the plastic it was made in, I cancelled the one that didn't work (supposedly) but typically, they've gone ahead and cancelled the one that DOES work.

Are CS really this incompetent or do they just enjoy being as annoying as humanly possible?

[Oxonian]

What do you think @Anonymous ? 

[richllew]

Just to give an update on my case. After chatting with @Dave-O2 everything is now sorted. The plan has been paid off and charges incurred have been sorted too.  I feel so relieved as it had been dragging on for a good few months.

What I will say though is that I will never do a switch up online again as the standard support just isn't there. It's sad that we have to stumble our way to community forums like this to get any real help, but I'm so glad I did. There are people out there willing to help and go the extra mile - you just have to find them. 

Dave has been a gem. Kept me up to date with timescales and progress. I can now rest easy. 

[Cleoriff]

Really great to hear @richllew and well done @Dave-O2 xx

[jonsie]

It's a good job we have @Dave-O2 to sort the problems that seem to be beyond the capabilities of normal customer service.

[Zheez]

I've got the same problem.  I did a switch up from iPhone 16 Pro Max to iPhone 17 Pro Max.  Sent the old phone back, got confirmation of it being received almost a week ago but still showing on my account and my bill shows I'm being charged for the two phones.

September 19th - new phone received

September 26th - return kit received

September 27th - phone posted off

September 30th - Royal Mail tracking confirms phone received

October 6th - email received confirming that the phone has been checked and everything is fine

Today is the 12th and still no movement or further updates on my account and I'm now going to be charged for 2 phones despite having full confirmation that my old phone is fine.

I'm at least doing better than my wife though.  Hers follows the same timeline, received at the same time, but she hasn't even received the confirmation of the old phone being received yet.

@Dave-O2 any pointers on what I can do next?  Thanks.

[Oxonian]

Please bear in mind @Zheez that @Dave-O2 will not be around until tomorrow (Monday). 😀

[Dave-O2]

Afternoon @Zheez 

Please drop me a PM with your mobile numer & i'll get this checked out 👍