New iPhone 6s contract - delivery same day?! Plus cancelling sim-only direct debit

[Anonymous]

Hey guys,

Hoping you could give me some information on two things.

Firstly, I ordered an iphone 6s yesterday and it was due for delivery today but didn't come. I got an e-mail half an hour ago saying it has now been despatched and it is expected to be delivered today. How? If it has only just been despatched, surely they mean delivery tomorrow? I have got a tracking number but it doesn't bring anything up with DPD, UKMail or Royal Mail. Anybody else O2 would use? I'm fine with it coming tomorrow, I'm just a little perplexed with it saying delivery 23-03 when it has only just been despatched.

Second thing, I ordered a SIM only (12 month) last week as I didn't think I would get a contract. It hasn't been used at all, not even put into my phone but I assumed I would still have to pay for whatever days I have had the SIM. I phoned CS to cancel and she said they have already billed me but it hasn't come out yet, so just to cancel the direct debit to make sure I wasn't charged. I have two concerns with this.. which the agent didn't quite seem to follow. Surely I owe O2 something for the days I had the SIM, despite me not using it. If I cancel the DD then they won't be able to take any money for this. Also, now that I have cancelled the DD will this affect my new contract as I opted to pay this by DD when I signed up last night. Again, the agent said that I owe nothing for the SIM, to cancel my DD and a new one would be set up for my contract in a few days. Does this sound correct?

Thanks in advance

[PhoneDoc]

Hi there. I wouldn't advise a customer to cancel a direct debit, especially if there was a payment due. I think your best bet would just be to cancel the contract over the phone with CS, let the money come out of your bank account, and if it's more than you expect for the days you used the SIM, take it up with CS after the fact. Much better to haggle with them for a few pounds of credit than the hassle of getting the notes removed from your credit file for non-payment

[Anonymous]

I already cancelled the DD, as instructed by customer services. She said because the SIM was never used, I wouldn't owe anything... starting to doubt that advice now though. Surely despite non-use I would owe something (obviously less than the monthly 18)? I will just keep an eye on my account and e-mails and if I get a non-payment e-mail I'll have to ring them and they listen to the call for the advice I was given! CS web chat gave me the same information though too.

[PhoneDoc · Accepted solution]

Hmm that does sound odd. I wouldn't have thought non-use would necessarily get a customer off any charges (I could very well be wrong though). At the same time I can't see you being charged the full amount either. As you say, keeping an eye on your myo2 account and inbox is probably the best thing.

As for delivery, the estimate does sound a little bit optimistic. I would've though tomorrow, maybe you'll get to play with your new iPhone tonight though!

[Anonymous]

Thanks for your replies. Spoke to web chat again who gave me a really weird response of "your order is being processed"... until I told them I had actually received a despatch e-mail with tracking. Then she kept saying she would get her manager to e-mail UK Mail; not quite sure why. But, found it on UK Mail and it's due for delivery tomorrow which is grand. Now all I need to do is find a nice new cover for my iPhone 6s Thanks again.

[Toby]

Let us know how you get on @Anonymous and enjoy the phone!

[Cleoriff]

A bit concerned about this advice to cancel direct debit by O2 CS. This is the third customer in the past few days to say they have been told this. We always advise to leave for a month to ensure any monies owning have been taken before cancelling DD!

You do have a 14 day cooling off period as shown here http://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

As for the dispatch email for the iPhone. This generally means it the order has been sent to the courier for delivery

You get an email to inform you of this  and you can track via My O2 http://www.o2.co.uk/help/pay-monthly/how-to-track-your-order

You should also get an email from the courier advising you of delivery date and time. This is the email you want (I see you have it now from UK Mail.) Best of luck and enjoy the phone....:smileywink:

[MI5]

You should never cancel a DD until o2 have confirmed the account is fully settled.
Getting a refund is way easier than removing a default off your credit file.