Please can somebody help.

[Lindsey4]

Hi. I sent my phone back to o2 4 weeks ago for a repair under insurance.

the claim was approved and a replacement phone sent out to me via DPD.

i was tracking the phone on the DPD app until the trail went cold at the Croydon depot.

After contacting DPD, I was told to contact o2, and I have spoken to o2 5 times, and the issue is still not resolved. 

promised return calls that don’t happen, getting cut off after 40 mins, endless re-explaining the situation and security questions only to be cut off, or told that they need to speak to DPD again and will phone me back ( they never do).

I know it’s only a phone, but I’m paying for it, and I haven’t had it for 4 weeks!
please help.

[Bambino · Accepted solution]

@Lindsey4 We are all customers. Sorry, but there's nothing we can do to help. You'll have to persevere with O2 customer service. It's their responsibility entirely.

[Oxonian]

@Lindsey4 

If the loss of your 'phone is not resolved by Customer Services, you will need to lodge a formal complaint :-

How to Complain | Help | O2

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

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

However, bear in mind that a complaint has an eight-week turnaround and Customer Services will not interact with you whilst your complaint is pending - so best to persevere with Customer Services for a few more days.   

[Mark60]

Visit Croydon Depot and demand justice

[Oxonian]

@Lindsey4 

Are you sorted yet ? 

[Lindsey4]

Hi. Yes thank you

[Oxonian]

@Lindsey4 

That's excellent news, hopefully your new handset will have been worth the hassle. 😀