Returned handset, but still being pursued for payment.

on 11-07-2023 16:26
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on 11-07-2023 16:26
Hi,
Does anyone have a alternate way of contacting customer services that is not the phone, and might lead to a clear answer?After about 10 calls, and still no solution to the below I am losing patience.
Long story short, I ordered an upgrade in late May which was returned immediately. After over a month of chasing and being sent in circles around departments, I was told it was cancelled and I was free to transfer number elsewhere. This appeared to be confirmed by the text to INFO saying no charges to leave the network.
I then received an enforcement notice after leaving for the handset I don't have, contrary to the details on the INFO/PAC messages. A number of further calls later I was told last week "the cancellation is successful, nothing else will be charged". At every stage I have been told it can't be put in writing for some reason.
Today I have had a final bill, again demanding the full payment, so it does not seem to be cancelled.
The whole process is hopeless, no one wants to take responsibility and I am reaching the point of contacting the ombudsman as calling O2 seems to be a complete waste of time.
Thanks
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on 11-07-2023 16:28
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on 11-07-2023 16:28
@Anonymous You can reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)
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on 11-07-2023 16:28
@Anonymous
Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

on 13-07-2023 08:00
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on 13-07-2023 08:00
Thanks both for the advice.
For info, they are not responding by Facebook message (over 36 hours waiting for a reply so far!), so I guess its back to the phone again.

