O2 Upgrade return

[Carlene]

Hi, hopefully someone can help, i have tried to ring to o2 on 202 about 200 times which i have had this phone which was only yestreday which was Wednesday 01st April 2020. I had a huawei p20 pro and tehy said they can upgrade without needing to pay anything, so i upgraded to iphone 11 pro max and when i got it, i didnt like it and want to return. 

I finally got through to customer services this morning Thursday 02nd April 2020 and she advised me that i needed to search "o2 returns label" on google. i done that which the address that i found was:

O2 Returns Centre

Communications House

Vulcan Road North

Norwich 

NR6 6AQ

Then today i have been told other addresses as well that was in leeds and in other areas such as:

Freepost Zone A
Exel Logistics
Waindyke Way
Normanton
WF6 1TF
or
Returns Department
Freepost 208564PR
PO Box 88
Leeds
LS88 1XL
or
Freepost RRJJ-KHCH-HZHS
Returns Department
PO Box 88
Leeds
LS88 1XL

Can someone please tell me the correct one ASAP as i am getting a headache with all this, i never done it through o2 themselves with upgrading i always done it through Carphone Warehouse in store. I never knew this would be so difficult. 

I just need help!!!!!!!!!

Thanks

Carlene

[MI5]

@Carlene 

The correct one is Norwich but no one is working there at the moment and O2 have instructed Royal Mail to not deliver anything until they return to work, so best not to send anything at all right now.

[Carlene]

even though it says have to return it within 14 days? 

So how come there is the leeds and other addresses then 

[jonsie]

There should have been a returns label in the packaging

If you ask them they will send you another

Guide: How to find help & contact O2 

https://www.o2.co.uk/help/phones-sims-and-devices/our-returns-policy#faqs

[jonsie]

If you make your intent known via a complaint then that will serve as proof as long as you don't use the phone from that date

https://www.o2.co.uk/how-to-complain

[Carlene]

All i want to do is know the address and i will send it myself, i will just send it to norwich address with proof and signature then at least nothing can come back on me. 

I have already sent a complaint via email but that can take like 5 working days and to be honest, i want the phone gone as my stress levels is going mental. 

All i done was turned it on but because my old phone is still attached to it due to the SIM Card is the same as old one then am still using the data on my old huawei which i would get charged for as it would look like am using the iphone which am not

[MI5]

O2 know which phone is being used via the IMEI number.

[Carlene]

Right so i can send it back to the Norwich one, even though royal mail when i try and scheldue a return cant find the address

[MI5]

As I said, there is a redirect at the moment so it's off the system.

[Carlene]

redirect to where?

Where can i send it to instead then which is open?

How do you even know all this?