4 months, 8 phone calls and still no money for the recycled phone I sent to O2

[Anonymous]

Appalling...in April 2014 I sent my iPhone 4s back to O2 to recycle, I received an email on the 2nd of May to say I had been awarded £115.50, this would be taken from my bill. Despite me calling 8 times (and having countless conversations on the online chat with O2 staff) and each time being told it would be paid within 3-5 days and the final time being told it would be paid direct to my bank account by 5pm last Tuesday...alas still no money. It's really disappointing that a company would treat a loyal customer this way. Each time they are full of apologies but never actually do what they say they are going to do. I am telling everyone who is looking to get rid of old phones not to use O2 as my experience has been awful. I would appreciate it if O2 could sort this out ASAP but I won't hold my breath. It's been a complete waste of my time calling them and chatting online and the whole process has been massively inconvenient.

[jonsie]

Perhaps @Toby can feed this back.

I would be making a written complaint now to be honest.

How to complain

[MI5]

Fully sympathise but as a customer forum we can only advise unfortunately....

[Anonymous]

Hi Lucypea and welcome to the forum.

I'm sorry we meet you in these circumstances.

Perhaps if You ring customer services back on 202, and ask to speak to a manager they may be able to resolve this in real time ,instead of having to wait for an online complaint to be responded to.

Let us know how You get on.

[Anonymous]

I have spoken to 4 different managers and still no resolve. I haven't had time to write a formal complaint yet. To be honest each day I hope it's in the bank so I don't have to as I don't have the time. I will write one at the weekend if I don't hear anything before.

[MI5]

It does sound like the official complaint route would be your best bet, tbh.....

[jonsie]

That's definitely the way to go now. You've got nowhere up to now and I can understand the frustration and anger.

[Anonymous]

Thanks all for your advice, I will let you know.