Returned phone

[Allie007]

I returned an upgraded phone last week a couple of days after receiving it via the link from the O2 email via Royal Mail. Tracking has recorded that the phone has been delivered to O2 but it still says the return is being processed. I phoned to ask how much longer it would take to process as I was initially told it takes 24 to 48 hours  and they told me they have no record of receiving the phone, yet tracking tells me otherwise. Is this the norm because I'm obviously worried now I'm going to be charged for this when I've sent it back and didn't even open the box.

[CorGre]

Another update... they updated the return order, but completed it by adding the phone back on for the £1099 outstanding cost - urgh! lol going round in circles. They say they are fixing it now.

[CorGre]

so they ended the call and didnt call me back like they said. So now on a second call, after 1hr 10 minutes this morning, currently sitting at 1hr 02mins now trying to get resolved.

[Oxonian]

Did you @CorGre manage to get this sorted ? 

If you did not, we cannot access your account or offer other direct help as this is a customer to customer community with no O2 presence. I suggest that you message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a good reputation for solving problems. 👍

[CorGre]

Nope, executive escalations called tho today and said they would give a call back within 24hrs so hopefully will get sorted.

[Oxonian]

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@CorGre wrote:

Nope, executive escalations called tho today and said they would give a call back within 24hrs so hopefully will get sorted.

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What was the outcome please @CorGre ?

[CorGre]

So finally got all resolved with Executive Escalations… the guy Lewis was a great help 

[Oxonian]

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@CorGre wrote:

So finally got all resolved with Executive Escalations… the guy Lewis was a great help 

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Glad to hear that @CorGre ! 👍