o2 Switch up nightmare

[James131]

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 

[MI5]

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

[Dave-O2]

Thanks for the tag @MI5 

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

[CorGre]

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.

[madasaf1sh]

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..

[CorGre]

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.