Hi all,
I'm looking for advice as I'm starting to pull my hair out trying to get a solution from O2.
I did a switch up and sent my old device back, except they haven't removed it from my bill for 2 months. I've contacted them 8 times and each time I get told it's due to a different reason (e.g the phone hasn't been processed, the phone hasn't been received, the phone hasn't been put in the system correctly).
Each time I speak to them, they say they're "escalating" it to their managers and I will hear back in X amount of time... but I never do. So then I chase them again and the cycle repeats. The frustrating part is that I have proof of delivery and O2 even emailed me to say they got the phone, it meets their standards and they'll be removing it from my bill. I've submitted a formal complaint but in the meantime, I want to know if should keep paying my direct debit despite knowing its wrong?
I obviously don't mind paying for my actual contract but I'm currently paying for 2 devices, 1 device I no longer have..
I've wrote to my bank about it to see if they're able to help and I'll be contacting citizens advice on Monday.
Any further advice would be appreciated!
