Switch up return lost?

[Su5]

Hi

I wonder if anyone can help me. 

I switched up my Pixel 8 Pro to the Pixel 9 Pro Fold. I did this online, received the new phone no problem. O2 emailed me the Royal Mail return label. I packed it all up and sent it same day.

That was 4/10/24 it for to Norwich sorting office on the 6th and it's been stuck there since. 

I've spoken to customer service and they have advised me to ring Royal Mail complaints. I have and they have given me the run around and saying I must give it more time.

My concern is I'm currently paying for both devices now, I know I'll get a credit for it when the device finally gets there. My main concern is it's either been lost or stolen from the sorting office.

Has anyone had this experience or any O2 people on here that can advise me on the next steps?

Thank you

[MI5]

@Su5 

It's cropped up a few times but it's not your responsibility to chase it.

O2 are responsible for the return postage and RM won't consider an item lost for something like 21 days.

message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[Su5]

Just to give you an update. I messaged them on X and they was unable to help. They referred me to O2 complaints and it's been over a week and I've not heard anything. I'm currently paying for two devices and O2 seem to be stolen walling me

[Enlli]

Hate to be the bearer of bad news but complaints seem to be taking around 8 weeks at the moment.