I returned an iPhone 13 a week ago because it was the wrong colour using O2's prepaid 24 tracked Jiffy bag. However, it still hasn't been delivered and there is no tracking. I contacted Royal Mail and they said that because O2 had paid for the shipping they had to chase it up and put in any claim. So I phoned O2 and waited for ages then they cut the call. I phoned again and eventually got someone who said they had no record of sending out a Jiffy bag even after I provided the customer service number AND the tracking number. This is either dishonesty or gross incompetence, and I don't know which one is worse. Meanwhile, I am still being charged and don't know what to do. There isn't even an email address where I can send scans of the documents and tracking label/proof of posting. Surely if someone provides a prepaid jiffy they should know how to keep track of it.
