stolen iphone

[birdeleanor1998]

i’m a very unhappy customer. my name is eleanor i am a customer with you, i got a 24 month contract with your provider in october 2017 and recently my iphone 7 plus got stolen so i went to o2 to ask for advice of what to do and they were very unhelpful in stating if i wanted a new hand set i would have to pay up the fee of my contract which is £450 remaining and even if i wanted to cancel the contract i’d still have to pay the fee also. i was told on the day of my contract agreement that i would get insurance covered of £6 which covers for any accidental damage but a member of staff informed me that it would
cover for theft and loss also which apparently isn’t the case since when i asked a member of staff after my phone got stolen they said it doesn’t cover for that which irritated me. as a part time student i cannot afford to splurge £500 to pay the fee of my phone contract and it is not my fault my device got stolen. i am very upset and stressed about this situation and i don’t understand why o2 say you can upgrade your phone with the same contract but cannot get a new phone with the current contract. i do not want to have to stress about having to pay a large amount of money to your company for a stolen phone which is not my responsibility and i didn’t ask for it to happen. my contract ends september 2019 and i would really appreciate it if someone could give me some assistance because i am struggling here.

[birdeleanor1998]

eleanor bird 23/05/18

[MI5 · Accepted solution]

Hi @birdeleanor1998 if you feel there is justification you should make an official complaint.

Use the Resolver option from here https://www.o2.co.uk/how-to-complain

[birdeleanor1998]

thank you yes i have filed a complaint!

[MI5]

That really is all we can advise you to do.
Good luck.

[Cleoriff]

@birdeleanor1998did you report it stolen via this route shown here ....

https://community.o2.co.uk/t5/How-to-Guides/Lost-or-Stolen-O2-Device-How-to-Report-it/ba-p/1023988

Having said that, you did report it via the shop and as long as it was done promptly, they should not be giving you the advice they did.

Follow the advice given by @MI5 as long as you followed all the criteria enclosed in the link I posted.

It will show you what O2 should be doing if you report a lost and stolen phone.

Best of luck and welcome to the forum

[birdeleanor1998]

i did report it as an email and i have already spoken to someone over the phone about this and they have given me no help

[MI5]

You need to pursue it through customer service or complaints.
We are all just customers like yourself.