iphone 12 phone never turned up + charged for iphone 14 that I don't have

[Dave_1]

I had a long string of phone calls from O2 saying I was eligible for an iphone 12, including 6 emails.

They had all my details - address, bank account, and even texted my security codes from O2 so seemed legit.

Hello David,

We'll process your order as quickly as we can, so it will be in your hands before you know it. And if you're itching for updates (which we're sure you are), keep an eye on your inbox for news of its progress and delivery. Your order details Item(s) ordered: 1 20**Personal info** Standard Delivery £0.00 2 Disney instructions £0.00  Apple iphone 12 5G 64GB Graphite O2 Refresh FLX 5GB Monthly Plan £13.00 Order number: xxxxxxxxxxxxxx VAT Included: £0 Total: £13.00 Got a question? Visit our online help centre at www.o2.co.uk/help or put it to the O2 Community at http://o2.uk/O2Welcome

They sent through an iphone 14 Max instead. When I called to register the device, they realised the error and sent out  Royal mail to collect. When I handed it back, I made sure I got a receipt.

However, O2 still haven't sent out the iphone 12. The number they used to call me is now dead.

And in my bill, it's showing that I have bought an iphone 14 Max and am being billed £53/month.

Can anyone suggest the best course of action? (The virtual assistant is useless for this).

thanks

David

[MI5 · Accepted solution]

@Dave_1 

This has all the hallmarks of a scam and it not being O2.

Contact customer services to report a possible fraudulent activity and for investigation.

Guide: How to find help & contact O2 

[Dave_1]

Hardly a scam. I had a brand new iPhone 14 Max delivered to my house. In my O2 account, it shows that I have an iphone 14 Max on contract.

[MI5]

That's fine then, but you still need to contact O2 to straighten it out.

[Enlli]

Whether you think it is a scam or not you still need to contact O2 as we are just customers here like you

I would suggest in this case you speak to the sales team directly 

You can call them on 0800 081 0255

[Billyard]

You must be the only one to get a 14 pro max?  I have been waiting 5 weeks lol

[MI5]

For info.....

https://community.o2.co.uk/t5/Welcome-News/Phishing-Smishing-amp-Scams-Latest-info-amp-advice/m-p/15...

[Bambino]

@Dave_1 It seems odd that you would be offered an iPhone 12 when iPhone 14 is the latest offering. Was this offer done on a cold call? Did you hand the phone back to Royal Mail? Are you sure the person collecting the phone was really from Royal Mail? This does sound like a scam.

[Dave_1]

I don't know how odd it is to be offered an iphone 12 - nothing surprises me these days. They had all my details, and my o2 account has been updated with a new iphone 14 contract - hard to argue that it's nothing to do with o2.

[Bambino]

@Dave_1 You don't have the phone and you're being billed for it. If that's correct, you've been scammed and you need to report the fraud.