I have an o2 contract with o2 Switch Up so I can upgrade for free and get a new phone when I ask.
On 16/12/2024 I requested a new phone and it came but it didn’t have enough memory so I couldn’t use it. I rang o2 immediately and requested a return. They sent out a bag and I returned in good faith.
However, I then continued to be billed for two phones. £63 for my original phone and airtime and then £41 for the new device I returned.
I questioned this on 03/03/2025 and they said the new phone had not been processed as a return, it had been processed as a recycle with a value of £397. Not a return! The 397 was taken off the bill so didn’t get proper DDs taken out until March and then I noticed the price discrepancy.
They acknowledged their error on 18/03 and said the second device would be taken off the bill and £100 credited to my account for a one off gesture. The credit was added but the second phone hasn’t been removed. I am still being billed for both phones.
Since then I have called numerous times and have multiple complaints raised but no one seems to be able to help. I get promised callbacks from resolutions and they never happen.
anyone have any advice?
