O2 Account an issue and Delivery Lies

[Ryanedlittle]

Hi All, 

Long story short, i have an O2 account with my partners phone and my apple watch on. My mother also has an o2 account which has my phone on. i was due an upgrade and thought i would merge her o2 account with mine and do the upgrade so i have access to everything.

i did that and i went to order the iphone 12 pro max. when ordering is said "Order by midnight for next day delivery" the second i ordered they suddenly changed it to " awaiting stock" and wont tell me when it is being delivered.

i called customer services on my mobile and they were saying they cannot tell me anything as it is not my account, even though i merged the accounts? then my mother tries to log into her O2 account but because it is merged it says the account is no longer active. they said i got my security question wrong and they cannot help so i went into the app and changed my security question. they then proceeded to tell me that my answer was wrong again and i cannot cancel the order or find out a delivery date and my mother cannot log into her account as it doesnt exist anymore but for some reason they are not accepting the information for my account?

when i go into the app and look at my phone number, my O2 account is associated with it.

Please help what can i do?

[MI5]

Maybe @O2Daniel can help you?

[O2Daniel]

Thanks for the tag @MI5. @Ryanedlittle , If the account is in your name, I can certainly try and get through security with yourself, but unfortunately on this platform, we can not assist a 3rd party. If you wish for me to look into this further, I can certainly private message you, just reply to this, or if you wish to private message me yourself, I can certainly try and get you through security. Thanks, Danny.

[Ryanedlittle]

Hi Daniel,

Please private message me to help out.

Thankyou