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o2 Switch up nightmare

James131
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I've seen posts on this forum and was wondering if someone could help me? o2 have been charging me for a Pixel fold that I switched up and sent back in September. I got the confirmation that they'd recieved the phone and yet I'm still being charged for it. They've had around £300 from me now. I've made an official complaint (got nowhere with that), I've been in my local branch, called o2 direct and contacted the company that oversees the switch up process (Micro Ingram?) and they keep passing the buck with no one admitting fault. I've spent hours on the phone with them and I'm still being charged. 

 

Any suggestions?

 

thanks 

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Dave-O2
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Thanks for the tag @MI5 

 

@James131 I have your PM and i'll be back in touch shortly.

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MI5
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The only person here with any chance of helping is @Dave-O2 

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.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Dave-O2
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Thanks for the tag @MI5 

 

@James131 I have your PM and i'll be back in touch shortly.

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CorGre
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Same with me, did a switch up for 2 phones few weeks apart from each other, weren’t marked as returned, went through the motions same as you, raised an executive level complaint, got phone call to confirm the phones were returned and no processed correctly, email confirmed the phones would be removed from my account t within 10 working days from 2nd of April, nothing, raised to Financial Services Ombudsmand (as it’s a credit agreement ofcom won’t deal) then mysteriously 2 days ago the outstanding balance was cleared and status was Completed with switch up, but the two phones are still not removed from my account, which when trying to do a switch up it results in the too many contracts screen.

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madasaf1sh
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I do all my switchups in Store, as its so much cleaner and easier, and hence I always advise to do all switch ups in Store... 

 

I still have 4 uncoupled devices on my account and 2 old devices still there which send me a bill for £0 which no in o2 can fix. 

 

360 was promised as a better UX for the customer but it causes more issues..

This is not customer services and we dont have access to your account
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company
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CorGre
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Yeah thats the issue with me, two devices still sitting with Status Completed by Switchup but because still attached to my account it says I cant upgrade with the red screen of too many contracts.

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David-Gilmour
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I recently switched up to the iPhone 17 pro and returned my old device. Sent it off, and got an email saying it had been received and passed the checks, and that I’d receive a separate confirmation that the old device plan was settled. 

to date I have not received any communication and after reading all the posts of people having hassle on this I am getting worried. 

I upgraded to another Plus Plan. However, switch up is not showing on my account & just a little concerned something has gone wrong with the switch. 

can somebody help? 

thanks

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