Phone lost at repair

[HTB]

Hi

I sent my 3 month old iphone 12 off for repair (faulty camera) on the 27 Jan in the bag supplied by o2, I hadn't heard anything after a few days, depsite being told i would be contacted by sms when it arrived.

Luckily i opted for 'signed for guaranteed special delivery' and so was able to check the tracking and found that it was signed for (at ANOVO) on the 28 Jan. so i left it for another 10 days thinking they had forgot to send the sms. However after 13 days (yesterday) i ended up contacting o2 via the web chat and after being passed about a bit was able to find that the phone "had not been received". I explained that i had proof of it being received, to which i was told that it would need to be escalated and they would contact me via my registered email. That was yesterday at 1400. I assumed (wrongly) that this would happen quite quickly, if nothing else but to assure me that it was being investigated.

Therefore bearing in mind i have a new iphone 12 that is missing, how long should i wait before following up and how do i follow it up formally as i have already done the web chat etc. (i'd rather deal with someone direct as my experience with the call centres is not good). Any help would be appreciated.

Paul

[MI5 · Accepted solution]

@HTB 

Don't rely on chat to do this.

You need to contact O2 by phone.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.