O2 Switch Up disaster

[becess]

Hi all,

I'm looking for advice as I'm starting to pull my hair out trying to get a solution from O2.

I did a switch up and sent my old device back, except they haven't removed it from my bill for 2 months. I've contacted them 8 times and each time I get told it's due to a different reason (e.g the phone hasn't been processed, the phone hasn't been received, the phone hasn't been put in the system correctly).

Each time I speak to them, they say they're "escalating" it to their managers and I will hear back in X amount of time... but I never do. So then I chase them again and the cycle repeats. The frustrating part is that I have proof of delivery and O2 even emailed me to say they got the phone, it meets their standards and they'll be removing it from my bill. I've submitted a formal complaint but in the meantime, I want to know if should keep paying my direct debit despite knowing its wrong?

I obviously don't mind paying for my actual contract but I'm currently paying for 2 devices, 1 device I no longer have.. 

I've wrote to my bank about it to see if they're able to help and I'll be contacting citizens advice on Monday. 

Any further advice would be appreciated!

[MI5]

@becess 

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[JSH2644]

I got the same email confirming they got the phone safely 25 days ago. Still haven’t paid the old device off and have just been charged on my latest bill also.

[becess]

Not just me then! It's madness for such a big company to be doing this

[Oxonian]

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@JSH2644 wrote:

I got the same email confirming they got the phone safely 25 days ago. Still haven’t paid the old device off and have just been charged on my latest bill also.

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I suggest that you @JSH2644 also follow the guidance of @MI5 above and contact O2 via social media. 

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

[Pipstop78]

Glad I went into the 02 shop to do my switch up 

[MI5]

As we always advise @Pipstop78 👍

[garetc]

I’m in the same situation as you, I sent back my Samsung 3-months ago and it’s been approved etc. Every month since I’ve had to call and get them to credit the old handset cost back. Called up numerous times to be told they’re looking into it. 

[garetc]

I've now had confirmation by email and post that the loan has been settled but when I look at MyO2 I can see the handset plan is still active. 😐

[H2O]

Same Boat.  old pixel fold still on my account.   everything went through on the switch up.  still being charged.   emailed the compaints department, not heared anything back from them.  customer services dont seem to do anything other than say it will be removed in 10 days.  its been months  and its becoming a major worry.