NEW ORDER

[ImIonelaS]

Saturday I made a order for 12 pro max 512gb when must wait more then 6 weeks for delivery. At the end of order asked me to pay £475 deposit, so £505 together with upfront cost. Now this money gone from my account and as well from pending, just a email and a message when said they trying to do something g with their stock and my phone to be in my hand fastly. Today I checked my order and order write CANCELLED. Nobody tell me with a message or email as my order was CANCELLED. So my question is: no showing is cancelled because must to wait more then 6 weeks and when the phone will be in stock will be delivered,or it’s CANCELLED? Because I don’t understand every time O2 still doing like this,to take deposit or upfront and to refund in few weeks. REALLY, IS 505£ in O2 hand and I’m need it this money.

[Cleoriff]

@ImIonelaS 

The money is being held as pending in your bank. If the order is cancelled it will be returned to your accound within a week.

If you need to call O2, all numbers in this guide Guide: Coronavirus Community Help and Support

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[jonsie]

You need to call O2.

All numbers are in this guide

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[MI5]

@ImIonelaS 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[ImIonelaS]

The payment from yesterday DISAPPEARED FROM PENDING. Now showing the money are gone from account. But why I received this message “ O2: Sorry it's taking longer than we hoped to send your order. We're still expecting more stock soon. We'll text you again as soon as we have a delivery date.”, and yesterday on my account showing CANCELLED, and nobody from o2 contact me or a email about CANCELLED??! And really, it’s £505, why o2 took the money and didn’t give back if are cancelled...are £505 not £30...

[MI5]

@ImIonelaS 

No one here can possibly know the status of your order.

You need to call O2 as previously advised.

[ImIonelaS]

I called them and they said are cancelled... and didn’t said why they not sent email or message.

[ImIonelaS]

This is a ****** O2 company. I’m still waiting my deposit of £475 of 18 days. I didn’t get any answer from them, nothing from phone nothing from emails. They said just wait 3-5 days,after finish 5 days, again and again the same thing. When I call they put me on hold and after 60-90minutr in hold, they hand up the call. I’m ready to get straight away to the court to get the this ****** o2 company.....disgusting me this company.

[jonsie]

O2Daniel @O2Georgina

Can you check into this for @ImIonelaS ?

[Cleoriff]

@jonsie 

As the list for the account advisors isn't updated for Tuesday (again!), I'm not sure who can help here.