Difficult to return items

[CPS1959]

I have changed my mind within the 14 day cooling off period as I ordered a Samsung Galaxy Tab 9 Ultra to take on holiday which didn't arrive before I left.
After searching for ages on My O2 on a link on to return the device I found a phone number which I called.
I then spoke to someone on the phone on Tuesday 29th August (11 days after my order) who went through a complicated process to determine whether I could return it.
It is still in the sealed box and simply want to return and cancel the contract which I am still in my 14 day cooling off period.
I was told my return had been accepted and I would receive an email with an email link to print a Royal Mail label to return. 
I have never received the email and today is my last day to return within the 14 days period.
I have had no confirmation of the phone call either by email and there is no reference to this on My O2.

It certainly feels like they are hoping I wait to contact them again after the 14 days cooling off period expires and they will claim no knowledge of my initial call within the 14 days.

It is very bad practice by O2. 

[MI5]

@CPS1959 

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

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