O2 sent me a fake phone.

[Dale6]

I ordered a iPhone 15 from o2 and was sent a iPhone 16 pro max. On further inspection found the phone to be fake. I took the phone in question straight to my local o2 store and they even confirmed it. We sent the phone back to o2 on a recorded delivery. This is well over a month ago and they have been charging my account for this phone, I’ve complained I’ve been into store about 10 times. Keep getting told come back in 24 hours, it will take 5-10 days to come off your account. I went back after 12 days then get told the same again. I’ve sent 2 complaint and I’ve had a confirmation email and no actual response and my first email was sent 2 weeks ago. I’ve been on web chat and I kept getting passed to a different department because nobody at o2 know what they are doing. I just want this phone taking off my account so I can leave o2 its the worst customer service I’ve ever come across. 

[Cleoriff]

@Dale6 

This is a customer to customer community and we have no access to your account.

As you have made complaints to O2 they are currently taking up to 8 weeks to respond.

We can only wish you the best of luck as you persevere with O2 trying to get this sorted.

[madasaf1sh]

@Dale6 

Please tell me you sent the phone back signed and insured back to o2??? upto the value of £2000

Complaints take upto 8 weeks to be resolved, and during that time, no one even the store will touch your issue until they have investigated.. and every time you email the same complaint it restarts the clock.. 

I will be honest, it may go back to Apple if the box was sealed from factory and Apple confirm its a fake... As no offence but what made you think it was a fake and the store think it was a fake?? As somat doesn't add up.. 

Just to add as well there is nothing anyone can do from here....

[Dale6]

I only complained over 2 weeks of them receiving my phone, because nothing had been done about it. It was fake because it lagged, camera was terrible, the picture of the IMEI number was totally different. I tried putting my details into the phone but it wouldn’t let me, so I’m thinking is it a possible data breach. The information on the back of the box was a sticker and not printed into the box. The IMEI number of the phone didn’t match the box. Loads of things were wrong with this phone everyone could see it. I know nothing can be done here but I just wanted to put it out there so other people know what is happening with o2. I’ve searched everywhere and it seems this is a very new thing for everyone. So next I will report it to action fraud and trading standards.

[Oxonian]

My personal view @Dale6 is that you should not take a scattergun approach to getting this problem resolved. You have lodged a formal complaint to O2 and you need to give them time to investigate and to issue their response. If they do not do so or if you are unhappy with the outcome, there is a clear escalation route :-

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

In particular :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.