phone not delivered, but beeing charged every day for airtime and phone

[Anonymous]

Hi, Has anyone had problems trying to reslove a matter with o2 when automation doesnt goto plan. I started with ordeirng a new phone with a new contract, an upfront payment for the phone was required of £49 which i paid on ordering. I opted for the phone to be delivered to a store near my work so i had plenty of time to go in and collect. Howvere the phone never arrived ( this was the 7th of Jan) as o2 were now starting to charge me for the phone but werent that bothered that i had the phone. I have since been on live chat and rung o2 up on 202 none of which is very productive - it seems that not every department is ever open at the same time so nothing can get sorted in 1 phone call. I have been promised to ahve the phone cancelled and rebated but this has also not been done. Does any one have a ny suggestions what is the best way of takling this is as I feel i have ran out of oprions

[perksie]

202 is normally the best way to get it sorted out.

There might be some delay while they figure out where your phone has gone, but they will credit you back for any charges incurred before it turns up.

If you need to take it further fill in a complaint form here:

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

[Anonymous]

thanks fot the advice, but 202 does not seemt to be giving me any answers. I must have rang them 7-8 times over the past 10 days and have received no call backs or reassurances. They are not based in England so I feel there is a loss of commitment with getting this done.

[Anonymous]

Have you checked the progress in myo2, to see if it was in fact cancelled?

If it was, it can take up to 14 days to be refunded.

[Anonymous]

its not cancelled, its saying the delivery of the phone is complete. I ahve even been to store a coulpe of times to ask if its there and no luck. I should ahve been emailed when the phone arrived!!!! I dont want to leave o2 as already ahev another contract with them.

[MI5]

CS are UK based. It's live chat that are based elsewhere. Make sure you are calling and not chatting on line.

[Anonymous]

Pop in to the store if you can and ask someone from O2 to call CS and ask what is going on.

I've had an issue when ordered my phone, so went in store, member of the store rang CS and sorted it out for me.

[Anonymous]

That maybe an option, after not getting any response from cs it maybe my only option left. I dont see why i should be doing the running around. The issue lies with dpd by the sounds of it as the store mentioned that dpd come in the shop entrance and not the back door, and if they do they cant accept the parcels, so they may just not bother!!!!

[Anonymous]

I understand your frustration.

Let's hope your visit to the store will sort out your issue once and for all.

[Anonymous]

Hope you get this sorted I normally find 202 very good so hopefully you will get a good one