O2 paid off the wrong device when doing an upgrade

[Sam04]

So I have two phones with o2 both on pay monthly. I have an apple iPhone 7 and a Samsung Galaxy. I wanted to upgrade the apple iPhone as it is slowing down and getting old, I went through the upgrade process through the my 02 app and checked and kept double checking it was definitely the apple iPhone number I was upgrading, it always showed the correct number and completed the upgrade no problem. Now my account is showing it has paid of the rest of my Samsung phone and not the iPhone!!! And that both phones are getting an upgrade but only one new phone being processed!! To make matters worse the new phone is now out of stock and have to wait. What does this mean for my phones...which phone number will the new phone be registered too? If it is the iPhone what does that mean as they didn't pay off that balance they paid off the Samsung and where does that leave the Samsung? So confused and have been told to wait another 48 hours but by then the wrong pending amount will have come out of my bank!! 

[gmarkj · Accepted solution]

Sounds like you should contact the sales team as they can help with that @Sam04 

Message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

[Cleoriff]

@Sam04 

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

[Sam04]

Thank you. I contacted the sales team but their systems was down so transfered me to customer care, a lovely lady was on the ball and knew straight away what to do, cancelled my order pronto so hopefully my pending transaction will bounce back before being taken out 🤞 then put through to sales and had to re order all over again and pay another settlement fee for the correct phone 😒 over two hours getting it sorted! Next time I want to upgrade I'm just going to call and will never upgrade through the app again! 

[Cleoriff]

Pleased it's sorted @Sam04. Good luck with everything else x

[gmarkj]

Glad to hear all sorted - sounds like there are some customer service agents who know what they are doing still!!