Still being charged for my old Switch Up phone

[Rob_83]

Hi, so I know this isn't a customer support forum but I wondered if anyone else has experienced the same issue.

Back on 12th of October I did a Switch-Up from a Pixel Fold to a Pixel 8 Pro. I promptly returned the Fold by post (unfortunately the new way to do it) and got a confirmation from O2 Recycle/Ingram Micro it was received on the 18th Oct.

My October bill comes in and it's £48 higher than expected. This is the device cost for the fold. I didn't worry at the time as I suspected it was a timing thing and I'd get a rebate the next Month.

November bill comes around and I'm again being charged for the Fold on top of my P8P. I called last week and they confirmed the issue and said it'd be sorted and I'd get a revised bill for November.

I heard nothing all week so I called again today and there's no bloody record of last week's incident being raised so I had to go through the motions all over again. This time I got a reference number and a promise of a call in 24/48 hours. Not convinced the latter will happen but at least I have a reference number this time.

Anyway, I wondered if anyone else had been affected by this. Might be worth noting this was the first time I'd switched up on the 'new' system. Prior to that I did the whole thing in-store and it was painless every time. If this kind of thing is liable to happen often because of what I suspect is a communication breakdown between Billing and Recycle, I'm really not going to enjoy future switch-ups, not knowing if my next bill is going to be inflated or not...

[AngeloC94]

Hey all, 

I'm having a similar ish problem, I sent my old device back, received confirmation that it was all good and they'd settle the device plan soon. 

My o2 appears to have done that, my old device plan is showing as £0 and I have been credited £88 towards my new device plan as part of the agreement (I had £300 left to pay and my device was 'worth' £380). 

However my next bill was already generated and is still showing that it will charge me for the air time and both device plans which essentially puts me £50 out of pocket. 

I've sent Dave a PM (Hope that's okay), am hoping that I can get this resolved before my account is charged as it seems 90% there. 

[Oxonian]

Please be aware @AngeloC94 that there might be a short delay before @Dave-O2 responds to you ; he is having IT issues ! 👍

[Dave-O2]

Thanks for the tag @Oxonian 

@AngeloC94 So I can take a closer look, can you please PM me some details including your mobile number?

[lordofanywhere]

I am having the same issue. On Monday, I switched up from an iPhone 14 Pro Max to an iPhone 15 Pro Max, and today I got a bill that includes 2 devices. It’s also showing as if I bought an iPhone 14 Pro Max on Monday for £0. @Dave-O2 , could you help me with this please?

[Oxonian]

@lordofanywhere 

I suggest that to save time, you send a PM (personal message) to @Dave-O2 by clicking on his name ; give him the same details as he asked @AngeloC94 for. 👍

[Dave-O2]

Thanks @Oxonian 

@lordofanywhere I have your PM and I'll be back in touch as soon as I can 👍

[ProDaz]

Hi I am going through the same issue here. I'm still being charged for my old device after using o2 switch up. Can you help please

[pgn]

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@ProDaz wrote:

Hi I am going through the same issue here. I'm still being charged for my old device after using o2 switch up. Can you help please

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@ProDaz - as Dave-O2 is off for a few weeks, I'll tag the community manager who is covering for him, @Kei-M_O2, who may be able to help. He may respond to this on Monday, look out for a response either here or in your Private Messages, as described above, later on Monday or Tuesday. Good luck!

[ProDaz]

Thank you, am so frustrated with 02s customer service on this issue. I've been on live chat a few times over the last week and keep getting told different things. It's ridiculous

[Kei-M_O2]

Hola, I've dropped you a private message and we can see what we can do.