On Tuesday 4th November I dropped my current handset and the screen went white, thinking my phone broke and requiring a phone for work I applied for an upgrade online. Having to pay £109 handset £100 to leave current contract and enter into a new contract. Within 60 mintues my phone started to work again and I contacted 02 to try and cancel the upgrade. I was told the phone was out for delivery and the only way to cancel this was to refuse delivery which I could do on an email or text, explained I was going offshore and would not get phone signal. And was told I could cancel by email (which I didnt receive) or by refusing delivery at home address this was done on the 5th November. It has taken me over a week of contacting o2 to see when the money will be refunded for an item I have never taken physical collection of, and I had to phone the courier myself to find out it had been received back by o2 as every time i rang up to enquire if they had received it I was told it had not come back. Even the next day they were claiming not to have it until I got the details from courier.
When they finally agreed they did have the phone and I asked when I could expect a refund I was told i would only get refund for the handset. That I had bought out of the contract, and I was now on a rolling contract. I find this quite disgusting as this is not made inherently clear when purchasing on the website, it says 14 day peace of mind return which I was fully under the understanding I had. At no time did anyone allude to the fact that if you try to cancel within 60 minutes and return upgrade you have basically both yourself out of contract for no good reason and are out of pocket. A duty of care to the consumer, empathy and good will seem to be straight out the window and o2 have basically take £100 off me and I havent gained a thing..shocking
