Free early upgrade but still being charged for my old phone!!

[Annie1215]

I recently got an email stating I could upgrade for free! However, when I went through the contracts and things to set up a new contract it had changed the direct debit from the initial upgrade screen from £45 a month to £67 a month which I thought was strange so I cancelled the order. I later went into the o2 Lakeside store to upgrade because I believe I had done something wrong. So the man who was serving me and helping me set up a new contract insisted it was a mistake and that it was an error. So I carried on setting up my new contract etc. Then I had my notifications through saying my new order of £45 per month would be collected on the 16th December and then £22.62 would be collected the same day. Obviously, my partner thinks this extra payment may be my old phone however, when upgrading I specifically asked the man serving me if it would cancel off my old contract completely and there wouldn’t be further payments for it and he said there wouldn’t. If I now have to pay both phones I wouldn’t have bothered upgrading! 

[Oxonian]

A warm welcome to this O2 customer to customer community @Annie1215. 

You need to contact O2. Unfortunately, this is a customer to customer community so we cannot access your account or provide other direct help.

You can message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a good record for solving customer problems. 

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2 

[MI5]

@Annie1215 

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you - on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

Thanks