Hi all,
I am hoping the forum will solve my issue or the next step is small claims court and the ombudsman. I originally had one contract with 02. The wife’s phone was due to end with Vodafone so I naturally as I pay the bill I said I would take an additional line on my account for her. We were due to go on Holiday in 3 days time so I did a click and collect for the contract for an iphone 7 for next day.
The next day I went into my local 02 shop to collect the order and the phone had not even left the warehouse. The manager of the store suggested I take out another contract and when the phone I ordered over O2 online came into the store she would send the contract back. She explained I would see 3 numbers on my account until the phone is sent back.
I took the third line and we took the phone away with us. I come back of holiday nearly a month later and I see the contract still listed on my account. I go straight back to the store that apologise perfusely and explain that they forgot to send the contact back and unfortunately its gone over the 14 days. At this point I am now angry demanding to see the manager but she will not come out. The other store manager explains this is a mistake and they will sort it. They asked me to take the phone contact 02 for the return and they will type “notes” to explain this is there issue.
I ring 02 and explain the above and get the phone sent back.
1 week later, I ring to chase up and they can see the phone has
- NEVER been used
- Sim card never been used
I provide them the royal mail tracking number which shows signature and who signed for the parcel.
GUESS what the phone still listed on my account and I am now charged with a disconnection fee and threatening to ruin my credit rating. This is totally outrages and I feel victim of fraud basically. The store refuse to take issue and 02 still have not removed the phone from my account.
