Upgrade Cancelled in transit By O2 a month ago, now asking me £1300 for the device

[Chris9179]

Hi, 

I requested an upgrade over a month ago now and it was cancelled while in transit with DPD due to suspicious activity on my account. While I understand they are just protecting themselves, but also it created a needles credit check on my credit file and it has been nothing but a mess ever since then. I filed a complaint at this time.

Once my phone was returned to them I decided to go with another network and cancel my previous sim only with o2 as well. I then get a message that I owe them £1300 for the device! This first happened 3 weeks ago to which I rang up and put in a complaint due to them not being able to remove the bill immediately and they kept mentioning it needed to be done by the 'backend team'. 

It has now been another 2 weeks, and I called earlier today to ask them to remove it. They once again said they have raised a ticket with the 'backend team' and it will be done within 7 - 10 working days. Seems like that's not going to happen with what's been going on. 

So I now have 2 complaints with them, one over 30 days old with no contact from the complaints teams and one 14 days old with no contact from the complaints team.... they have now gone well over there guidelines for their complaints process and I am in the same position I was a month ago. Is anyone able to help? 

[madasaf1sh]

@Chris9179 

No one on this customer to customer community can do anything about it, or help you.. 

One you have logged a complaint no one in CS will be able to help you, and they have upto 8 weeks to respond to you.

[Chris9179]

Well I guess I was looking for advice on what else I can do to speed up the process. 

[madasaf1sh]

You cant speed up the process, you have to wait like everyone else.. sorry @Chris9179 

[Chris9179]

Which is frustrating as they are trying to bill me for £1300 and I don't want that to also go on my credit file... Hence why I am trying to speed this up. 

[Oxonian]

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@Chris9179 wrote:

Which is frustrating as they are trying to bill me for £1300 and I don't want that to also go on my credit file... Hence why I am trying to speed this up. 

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@Chris9179 

The evidence from other members of this community suggests that O2 are taking up to eight weeks to investigate and respond to complaints currently ; and during that period, other O2 teams will be either unable or unwilling to engage with you. And you cannot accelerate this process. 

A further problem appears to arise when a second complaint is submitted. It seems that O2 link the two complaints and the submission of the second one might reset the clock on the earlier one. Hence, it is not a good idea to keep making further complaints. This contrasts with forwarding the occasional reminder to O2, which is a good policy. 

Please keep us informed of developments.   

[Mari2024]

Contact Ombudsman Services. you can find phone number here (call, do not send email): https://www.commsombudsman.org/

I have made claim against O2. they sent me iPhone what I never asked, now they charge me the phone what I returned. They also can make esim to work Samsung watch etc. Store staff have told me to f..off and laugh after that, on phone \i have been told that I'm liar, pathetic, fraud etc. I don't want anything to do with this company.

[Oxonian]

@Mari2024 

Before going to the Ombudsman, you have to have gone through the O2 complaints' procedure. This involves either getting a letter of deadlock or eight weeks passing since you lodged your complaint :-

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

[madasaf1sh]

@Mari2024 

And yet you post on a community forum...  

All the ways to cancel are here, just pay up and leave, unless you are after a free phone and watch Guide: Cancelling Your Contract 

[Oxonian]

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@madasaf1sh wrote:

@Mari2024 

And yet you post on a community forum...  

All the ways to cancel are here, just pay up and leave, unless you are after a free phone and watch Guide: Cancelling Your Contract 

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@madasaf1sh 

Do O2 record every 'phone call that customers such as @Mari2024 have with the CS call centres ?