DPD Nightmare Part 2 | What's happening if they indeed lost the parcel?

[gotham10012]

First post that I'll try to make useful for others

Part 1 wasn't shared here but DPD sent the delivery PIN to the wrong number on file. After contacting O2 via social media, they were able to push for the update and I've got my PIN. Great? No - now it looks like DPD doesn't know where is my parcel anymore (from Friday first attend delivery to today Tuesday). 

Does anyone know what is O2 policy when a phone you bought with them is indeed lost? Do they end up cancelling the order or they will be sending a new one after DPD confirms it wasn't delivered?

I'm trying to see how much is required from me now and if I need to submit a new order (and a new credit check which I'm trying to avoid).

Thanks!

[MI5]

@gotham10012 

O2 will send another device once DPD have confirmed that they have lost it.

It is not your responsibility to chase it and you do not need to reorder.

[gotham10012]

@MI5 thank you for responding! DPD confirmed that they lose the phone after doing an investigation but now I'm being pushed around from sales team to customer service to the returns team. I don't understand why this is so complicated. The best option I was given this morning from O2 was to open a second line and the worst was to wait for DPD to deliver the phone today. I think it's time for me to go back to EE. I just can't deal with this.

And yes, I'm now being charged for the phone on my bill!

[MI5]

@gotham10012 

You may need to take this to a complaint, as a last resort, nut be aware there is up to an 8 week wait for some complaints to be looked at https://www.o2.co.uk/how-to-complain