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New upgrade, phone collected but after 2 weeks still showing as "processing"

Sargey
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I ordered an upgrade and recycle for a Google Pixel 8 Pro which I collected on 3rf January. Since then (and despite two phone calls to customer services and 3 trips to the O2 store) the order is still showing as "Processing" on the tracking page and further down says "Ready to Collect". Each and every time I speak with O2 the issue is escalated to the next line of support with a resolution promised in 48 hours. So as it stands at the moment I have (and are using) the new phone, my contract has not changed to the new one, I'm not being charged for the new phone, and I have not been sent the recycle package for my old phone (which in itself is concerning as I got offered £210 for my Pixel 7 Pro with an extra £200 added as a promo).

 

Any ideas on what I can do now as I'm not getting anywhere with O2.

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MI5
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@Sargey 

It would seem to me to be the store that has not completed the process correctly.

I'd keep trying there.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Annimaka
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Have you had any luck sorting this out? I have the same problem after upgrading in December. I checked in the store and they showed me their system with my order marked as collected. O2 customer service have been no help and keep saying its the store or my account will update next billing period.

I'd rather not be slapped with a big backdated bill later on 

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Oxonian
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@Annimaka 

 

If that question was aimed at @Sargey, you need to tag him thus. 

 

Given your concerns about receiving a large backdated bill, I suggest that you contact O2 ; we are unable to offer direct help on this customer to customer forum. 

 

If you do not want to risk a long wait by 'phoning O2, you can contact them by social media. Details can be found in :-

 

Guide: How to find help & contact O2 

 

Alternatively, you can 'phone the Payment Management team on 0800 902 0217. They are open :-

Monday to Friday : 8am to 8pm
Saturday : 8am to 6pm
Sunday : 9am to 6pm

The best time to call to beat the queues is just after 8.00am. 
https://www.o2.co.uk/help/account-and-billing/payment-support

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Annimaka
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@Oxonian 

 

My first time using this forum so didn't know that thank you.

 

With regards to customer service I spent an hour and a half on the phone with 4 different people and they have been no help. 3 months on and I'm no closer to a resolution,  which is why I came here to see if anyone else has had the same problem and been able to fix it.

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Annimaka
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@Sargey 

Have you managed to sort this? Been in the exaxtly same boat since December and customer service have been no help.

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Oxonian
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No problem @Annimaka ; suggest that you try the social media route, or that you get ready to 'phone at 8.00am, thereby beating the queue. 👍

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