Upgrade Struggles

[ML24]

I have tried to upgrade my phone from O2 which was returned as soon as. They have confirmed they’ve received the return but will not send out my replacement phone. After going back and forth on the phone, it seems like I’m stuck paying for a contract without the device (apparently there is an error in their system), yet my efforts to chase this up are failing.

Since the phone arrived back to O2 and I have heard nothing from them. I don't have the heart for another 3 weeks of back and forth. 

The agents I speak to on the phone are still promising daily that I will receive a phone call to arrange for the new delivery, but nothing has come. They do not call back as promised And when I call them, I wait in queue for 1hr+ to get someone who doesn't know how to deal with whatever issue they are having and eventually transfers me to a random department/drops the call.

I'm here to find out what I can do or who else there could possibly be for me to talk to, to get this sorted.

Of course, in the midst of this they have been charging me the upgraded tariff rate which is costing more than before, with no phone. 

[MI5]

@ML24 

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

[Bacchus]

How do you speak to them on the phone . I cannot find a number ?

Thank you

[Enlli]

All numbers here

Guide: How to find help & contact O2 

[jonsie]

More numbers here

Guide: Coronavirus Community Help and Support