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...

[maldito7]

Same problem here - I am being charged for a Pixel 8 pro that was confirmed returned by o2 recycle by phone and email on 2nd July. O2 customer services don't seem to be doing anything, and are merely issuing credit notes each month for my returned device. Can anyone help me get this sorted once and for all?

[madasaf1sh]

@maldito7 

There is unfortunately nothing anyone can do from here, you might be best contacting the Complaints Review Team, details can be found here https://www.o2.co.uk/how-to-complain

Good Luck...

[maldito7]

I have seen other people have success here for the same reason, was hoping someone from o2 might be able to help, since I have been calling customer services for 8 weeks without any success...

[pgn]

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@maldito7 wrote:

I have seen other people have success here for the same reason, was hoping someone from o2 might be able to help, since I have been calling customer services for 8 weeks without any success...

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Try to get the Social Media Team to help, @maldito7 - beats waiting on the phone and you can nudge them periodically until they get back to you:

• X (formerly known as Twitter) – DM
• Facebook – @o2uk
• Messenger – @o2uk
• Instagram – o2uk

[madasaf1sh]

@maldito7 

There is no support from o2 on this customer to customer community anymore, hence the advice from myself and @pgn 

Just so you know a complaint can take 8 weeks and CS will no longer be able to help you on the issue. 

[David88]

@Dave-O2 I was wondering if you could help, I'm having issues with a O2 switch up I did in August, I'm still being charged for my old phone as well as my new phone. 

[Dave-O2]

Morning @David88 

I'm sorry to hear this. Can you please send me a private message with your mobile number so that I can check this out?

[Goose3080]

I am experiencing the same problem, I have just ended my airtime package based on the price increase, I sent a Google Pixel 7 Pro back to you in September of this year and switched up for a Google Pixel 9 XL, it all went through fine, I got the emails stating that the device was as new and would be recycled for someone else to enjoy (yes I look after my devices) and there would be nothing else to pay for the 7 pro, ive not been charged for that device for the last 2 months and now all of a sudden im starting to be charged for it again, O2 customer services are no help, the number they gave me to call instead (Recycle team) say I need to speak to O2 customer services, im being passed from pillar to post, im not paying for a device I dont have so ive cancelled the DD until this is sorted, I dont know how to PM you as im new to these forums.

[Cleoriff]

@Goose3080 

This is a customer to customer forum and we have no access to your account

You need to contact Payment Management

You can reach the Payment Management team on 0800 902 0217 or 0800 032 5302

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best time to call is around 8.00am

EDITED TO ADD: You shouldn't  cancel your Direct Debit until this is  sorted. It will affect your credit rating.

[Goose3080]

So far this morning ive been passed from pillar to post through about 10 different depts and having to give all my information every time and none of them seem to know what they are doing, this is by dialing one of the numbers you gave me, extremely frustrating, I give up, they'll have to take me to court, even they cant work out why im still being charged.