returned during 14 day period but no more communication

[nosim1970]

Hi, looking for some help.

I decided to upgrade my phone and went with an iPhone 12 Max pro.  Before it arrived, I had changed my mind after realizing it would be too large (I currently have an iPhone SE).  

Knowing that there's a 14 day cooling off period and information from O2 saying I could swap it for a different handset, I decided to get in touch before opening any packaging to request a swap.  After being passed from one department to another, I finally got someone who informed me that the phone cannot be swapped; My only option was to return the phone and the new contract would be terminated and I would need to start the upgrade process again....

I therefore returned the phone per emailed instructions, but now nothing.  looking at MyO2, I am still paying for both the new tarriff and the device which I no longer have.  There is therefore no option for me to start the upgrade process to a new handset.  what do I need to do now?

Thanks.

[MI5]

@nosim1970 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Thanks

[nosim1970]

Thanks,  I don't have any social media so phone is my only option it seems.  Having phoned once already which was torture trying to get through to the right dept,  I thought I'd try this thinking it was a type of o2 helpdesk thing.

Thanks for your help

[MI5 · Accepted solution]

@nosim1970 

All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.