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Upgrade order not received

Anonymous
Not applicable

Hi Everyone

 

Please take some time to read this and advise me if you have had a similar experience, thanking you in advance.

 

I ordered a phone (upgrade) online to replace my lost phone.Through O2s online chat, it was a good deal which was price matched. I was provided a link to click and confirm etc.. and the upgrade was confirmed. A few days later I phone customer services enquiring about the whereabouts of my phone (I could not check email etc.. because I was away from home) I was told the phone was delivered and signed for, I disputed this could not be possible as I was not at home. Advisor said he would investigate and get back to me. Their findings were having spoken to the driver that the phone was delivered and it was signed for. 

Senior complaints escalation manager took over and repeated the same information and gave me different case scenarios and categorically said:

 

"o2 will not be issuing another handset becuase someone has signed for this phone and its a civil matter and I would need to contact the police"

 

I just thought about this logically what could the police do in this case? so I have tried to obtain the signiture that was used for this apparent delivery by contacting UKmail. UKmail online cannot provide this, and asked me to contact the provider (o2) to get this for me. I contact o2 and they pass the buck back to UKmail. I am still waiting to recieve evidence of this signiture. I have written to o2 head office about this situation and am waiting for their response.

 

So I request to you all, is there anything else I should do or obtain etc... customer service 202 seem baffeled on what to do and just say that a supervisor will contact me, still waiting.

 

Thanks in advance for any advice.

 

K

Message 1 of 62
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Anonymous
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I hope this ends with a reasonable outcome for all involved.
Message 11 of 62
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Anonymous
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Now that is odd. Hope you get this resolved.

Message 12 of 62
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Anonymous
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I hope you get the phone you have paid for with no messing about it didn't arrive end of it's not your problem if the driver lost or stole it
Message 13 of 62
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jonsie
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O2 will obviously IMEI bar the other phone so it will be no use to the person who signed for it.

Message 14 of 62
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Anonymous
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If anyone did sign for it wink
Message 15 of 62
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jonsie
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Message 16 of 62
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Anonymous
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Yes let's just hope it's not heading out the country
Message 17 of 62
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jonsie
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Won't matter to the OP as long as he sorts it out but yes, I don't like seeing people profit from fraud and deceit.

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Anonymous
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Agreed mate
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MI5
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It shouldn't be difficult to resolve at all.
O2 get proof of delivery and check sig against OP's. It either matches or it doesn't - Job done slight_smile
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 20 of 62
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