Upgrade order not received

[Anonymous]

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. 

I 

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

[MI5]

It's certainly a strange one.... Any more news from O2 yet?

[Anonymous]

Not yet. Apparently someone from o2 will call me and let me know what next. Very doubtful I will get a result this week. I will continue badgering them next week and wait for a written response to me detailed letter ro them.

[Anonymous]

Good luck.

Awaiting a positive outcome.

[jonsie]

Might be worth calling them yourself again tomorrow.

[MI5]

I'd call them everyday.... around 5 times

[jonsie]

I agree, I couldn't settle until it's sorted to my complete satisfaction.

[Anonymous]

Yes I would be calling them all the time most of the signature pads these days are electronic so the signature should be available instantly if it exists

[Anonymous]

I called them again today, there are still trying to obtain the signiture, its been 48 hours now, pathetic really.

I have now been told that the driver will visit the proporty he delivered the phone to and take details e.g. door colour etc... once o2 have this information, they will call me with an update.

Im  pretty sure all they will come up with is,

"Sir The driver confirms that he did deliver the phone at the correct address the door was X colour etc... and the person who signed for it aprox __ years old and was a man/woman etc..."

 Thats really interesting o2 thanks for that information, you still have not given me my proof of signiture becuase you said previously you know this will be different, because it was signed for under different name which I do not recognise. 

When I speak to them next time, I will just see if they would cancel my agreement without penalty. id rather go to a store and change service provider.

K

[Anonymous]

Let us know of your next update.

Good luck.

[Anonymous]

As you have not received the handset you quite within your rights to cancel what a terrible mess someone has nicked it I think