Hi - I kind of piggybacked onto a very similar post yesterday (mainly because the thought of explaining this again kind of makes me want to shrivel up!!!).
On 1/2/23 I upgraded my phone. I opted for “click and collect” to my local store for ease (ironic).
On 3/2/23 I hadn’t heard anything other than a confirmation email instructing me to “hold tight and wait for the collection code!” So I popped into my local O2 store where I was told I was “on the list but need to wait for the confirmation code - just wait a few days!”
By 6/2/23 I had still heard nothing, and now the store were saying I wasn’t “showing.” I was advised to call customer services, which I did.
After an hour on hold I was advised to just again wait a few days as they would send me a confirmation code.
Another follow up call two days later and I was told that I would have to visit the store in person so that the store employees could call customer services on my behalf - apparently they would now have to confirm that I hadn’t collected the phone and that they returned it.
I managed to get out of work and travel down there, to be greeted with variations of “we don’t know why they want us to call them, it’s nothing we can sort” before being given a telephone and being sat (and pretty much ignored whilst they pounced on new customers) to stay on hold for 40 minutes.
I then explained the situation again and had to insist on one of the store exployees speaking with customer services. After a long wait, and lots of eye rolling and “this is ridiculous, I know” from the actual o2 employees, I was helpfully told that Customer services have agreed to mark my order as cancelled and that I would get my refund of £130 in 7-10 working days.
No sorry. No suggestions of fixing this. Just “so give it a week or so then pop back in if it hasn’t been sorted. We know, it’s super frustrating isn’t it… Byeeeee.”
Still no refund. My “new” tariff and shiny new phone are still coming up on my account. Another call to customer services who at first said “there’s really nothing we can do - it’s up to the store to let us know they returned it” (hello? They haven’t done so in two weeks. Maybe they’re not GOING to?!” I finally spoke to a really helpful advisor who said she would get to the bottom of this and update me, but that I would need to give her 24 hours.
So I waited.
no update.
I’m so sorry for the long post, but I’m not kind of at the point where I actually don’t know who to speak with about this or how to get my refund and not have to pay for a phone I never received in a few days when the bill is due to come out. I would of course wait and hope that someone is on this but my experience suggests they’re not.
Any - and I mean any - advice would be much appreciated 🫠
