Problem with doorstep exchange

[viridis]

So, I had the Xperia 1ii on release day and by the next day I was calling and arranging an exchange due to a fault.

They told me about how it may be a few weeks, I was fine with that as I knew it was sold out and delayed stock.

Anyway, roll on to yesterday where my new phone arrives, my wife took it for me and when she went to give the driver the original faulty handset he told her "it's not down on my sheet to collect anything, so I can't take it"

Been trying to call o2 all morning on and off and either get the auto disconnects, or no answer.

Now I don't want £799 added to my bill for something that isn't my fault at all, so does anyone know what the heck I'm supposed to do about this?

[Cleoriff]

@viridis 

Various other numbers in this guide Guide: Coronavirus Community Help and Support 

Or just press fraud if that option comes up....

[viridis]

Cheers, tried a few of them but will check the others.