Lost Return Phone

[Stengo61]

Hi
I ordered a Huwei P20 Pro on 23rd Dec
Didn’t like it so called o2 to return. They sent out an envelope and said pop it in and take the post office. I followed these instructions then the next day another envelope arrived from o2 with a different address on? I called to ask why they had sent 2 and they said not to worry they’ll end up at the same place?! I returned the phone on 28th Dec, it’s now 23rd Jan and no one can find the phone. I have lost my proof of postage and no one knows where the phone was sent to. I’ve asked for a letter of deadlock to take my problem to the ombudsman as o2 are still charging me for a phone I don’t have, but does anyone have any other advice for me? I’ve been to the post office but they won’t release the CCTV, I’ve called Royal Mail and I’ve called o2 practically every day this month- HELP!

[MI5]

Unfortunately @Stengo61 this is a case of your word against theirs.

Without tracking details or proof of posting there's not a lot anyone can do.

[Cleoriff]

@Stengo61

You could make a complaint if you wish.....though without proof of anything, I doubt you will get very far.

https://www.o2.co.uk/how-to-complain

[EmilieT]

Hi @Stengo61, and sorry to hear about your experience with this phone so far. I was wondering if anything had progressed since you last posted? I'm not sure what we could do on our end but I'd gladly check with our gurus if they have any advice, in case you still need help 

[Stengo61]

Hi EmilieT
We have discovered that the phone had been used by another number 14-17th Jan so has definitely been stolen. O2 blocked the phone on 17th. I’ve been to the police to report it as stolen to claim through my insurance, but now my insurance are refusing to pay out as ‘I put the phone at risk by giving it to someone I don’t know’ in reference to posting it via Royal Mail?!! I’m at a loss now- I’ve followed all instructions to the letter but I’m still paying for a phone that has been confirmed stolen!

[EmilieT]

@Stengo61 I'm not sure how much our gurus can do in this situation but I'd gladly check with them - I'll send you a Private Message on the forum to get a few more details first 

[Stengo61]

Hi guys
Just a quick update
I’m going to be leaving o2 now. After over 15yrs as a customer I’ve never been treated so poorly by a company before- really disappointing end to the situation.
But, thanks for your help @EmilieT