Problems with o2 insure and timely replacement of my device

[AnnaG]

Hello 

My new phone was returned after it was accidentally damaged. The service I have received from o2 insure has been very poor; I am yet to receive my replacement device. They are unable to tell me when it will become available and I am expected to just wait. I am still being charged for my device by o2, even though it is not in my possession. o2 insure have stated that they won't/can't fulfil my replacement order with stock from o2 because they are 'separate entities'. As a customer, I feel very much left in a grey area/no man's land in terms of my device (which I only took out in April). I am currently using an old device that is limited in capability and at the moment I am feeling very ripped off by o2. There appears to be no rush to provide me with a new  device but no issue with collecting my direct debit. Can someone help me with this please? 

[CherylHolodnyj]

I’m having the same issue. I’m giving them 1 more week then I’m cancelling my direct debit and prepared to go to court.

[gmarkj]

I will tag one of the o2 gurus who might be able to help, but you would need to discuss things with customer services if not.

@O2Lisa @O2Georgina can you see if you can help @AnnaG ?

[O2Georgina]

@gmarkj  Thankyou for the tag.

 @AnnaG  Sorry to hear that you are having this issue,  If you have an ongoing insurance claim you would need to speak to the insurance department, However i will send you a private message now if you would like to discuss anything further