o2 insure issues!!

[vikkiiiii]

Hello, i wondered if anyone had advice.  i sent my phone via dpd on february 13th for repair (iphone x-smashed back screen)  i followed dpd tracking and it says delivered and signed for by ANOVO on february 15th at 10:01. i called o2 today to see the progress, as i hadnt heard anything, and they are claiming the phone wasnt delivered, o2 customer services are being very unhelpful, and dont seem to understand the frustration, surely if o2 use dpd, they need to help if a phone is lost under their care? currently on hold while customer services are apparently on hold with dpd!! I have been on the phone for an hours and a half! 

[Bambino]

@vikkiiiii Do you have a printout of the DPD tracking that says it was delivered and signed for? If so, the onus is on Anovo, and you need to pursue this as hard as you can. If you get no satisfaction, you need to lodge a formal complaint. https://www.o2.co.uk/how-to-complain The Resolver link has proven to be of value to many. https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services?odm=300_1_1&utm_source=O2&utm...

[MI5]

@EmilieT can you help here?

[EmilieT]

Good morning @vikkiiiii, and welcome to the forum  You mention at the time of your last post you were on hold with Customer Service, so I was wondering if something came out of this call in the end? If you need further help, I'd gladly get someone on my end to look into this for you so let us know how you're getting on please!

Thanks @MI5 for the mention