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...

[Oxonian]

You @Goose3080 might be needing :-

How to Complain | Help | O2

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

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

A far better option than your debt being sold to a Debt Collection Agency and your credit record being trashed in the process. 👍

[Goose3080]

So for anyone else stuck in a similar situation, it turns out after threatening them that it was all down to the switch up team and thats who you need to speak too, they confirmed receiving the old device back and stated that they had not completed a form and processed it to remove it from my account even though it had a zero balance on my account but I was still being charged for it.

Ive told them I will be making manual payments from now on and wont be reinstating my DD, and will check my statements thoroughly to make sure I wasnt paying for that old device, if it was still on the bill then I would deduct that amount from what I pay each month.

I have received a refund for what ive over paid and ended my airtime plan based on the 30 days get out early scheme based on their upcoming T&C changes and price increases, therefore will continue to pay for the device only.

You can definitely tell they are part of Virgin Media now who are just as bad and glad I got away from them too.

[Oxonian]

Glad to hear that you have got resolution @Goose3080 ! 👍

[Daley86]

Hi @Dave-O2 I see this is an old thread, but I'm having the exact same issue right now. About to get my second bill since switching up and my returned device is still on my account. Would appreciate any help you can offer.

[pgn]

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@Daley86 wrote:

Hi @Dave-O2 I see this is an old thread, but I'm having the exact same issue right now. About to get my second bill since switching up and my returned device is still on my account. Would appreciate any help you can offer.

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I think @Dave-O2 is still out on his hollybobs until Monday at the earliest, @Daley86 - just so you know there may be a backlog of items awaiting his attention when he returns, so it may be a few days more before you get a response.

[Daley86]

No worries. Thanks for the reply 

[Dave-O2]

Afternoon @Daley86 

Can you please drop me a PM with your details?

As @pgn has suggested I currently have a backlog of tasks, however, I'll reply to you as soon as possible.

[Daley86]

That's great thanks, I'll pop that over to you now