O2 refresh

[ionuts]

Hello 

i recently upgraded to o2 refresh and got a s22 ultra , i did not like the phone and returned it in the 14 days period i also bought a charger and some cases arroung 70£  paid 218£ for the upgrade. when calling o2 support they confirmed that i can return back to my plan and receive a refund for my pay. they asked me to go to the store where i bought the phone to return it, just to find out that when at the store they said they can not return it after wasting 1h, they asked me to call customer support just to waste another 1h with them on the phone to tell me that they will send me a bag home to send the phone with all accesories, again i asked if i can cancel my plan aswell and return to my old plan. lady said yes. 

I returned the phone. they did not even knew about it. i had to call them after 1 week to let them know.

now i am stuck with a plan i dont want. not suitable for me without a phone, and i wanted to cancel it aswell in the 14 days period alongside with the phone...

What can i do now to cancel my plan keep my number and move to a better operator? i have been with o2 for 3 years but after they way i got treated i dont even want to be they're client anymore.

Am i gonna have to pay the full plan if i choose to use PAC? the guys on  the chat said that i wont... but i doubt it  any help please 

[MI5 · Accepted solution]

@ionuts 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks