O2 switch up - o2 not closing my account and therefore being charged for two devices!

[J_111]

Hi, 

I have tried on numerous occasions, speaking to o2 on the phone, live chat and emailing switch up however to no success. 

I received notification from o2 switch up that my phone has been received and passed their checks on 16th November. My account still hasn’t been closed and therefore due to be billed two contracts!

Completely regret using switch up, does anyone have any guidance they can provide on how to get this resolved asap. 

many thanks 

[jonsie]

@madasafish ?

[MI5]

@J_111 

This looks like something you’d need to call O2’s customer service team about – give them a call on 202, 0344 809 0202, or specific payment management number 0800 902 0217 / 0800 032 5302 or try on social media Guide: How to find help & contact O2 
Thanks

[madasaf1sh]

Thanks @jonsie 

@J_111  When is your billing date, as sometime it doesnt catch the next billing cycle in time, however this is rare..

From personal experience dont bother with the Payment Team, Socials or normal customer services (inc Chat), go straight to the complaints team, provide evidence of the switchup online, and of them accepting the handset and confirming it is all good to go along with all reference numbers. 

https://o2.co.uk/how-to-complain they have 8 weeks to reply, keep paying both device plans, and you will get a refund, plus usually a gesture of goodwill for the mess they caused. 

Good Luck...

That took too long to write thanks to the bleeping pop up