O2 have lost my device payment / order

[Perfectshotspho]

I used the app to “upgrade” my device on the 18th April, paid of the device (£859) and chose a sim only plan which kept my mobile number. The payment all went through via PayPal. I got an email confirming my order with the order number showing the device as paid off and that it would soon be on the way. I’ve heard nothing since. My payment had been taken of £859 and my account hasn’t been updated at all it still says I owe for the device. I’ve called on multiple occasions but no one can help. I tried to then do a chargeback with PayPal today but they say they can’t on those type of transactions. What do I do? The payment is completed, the order says it was completed. How do I stop being charged monthly for a device I’ve already paid off 😞 I’m at a loss.

[Perfectshotspho]

Also the payment management team where zero help. Said they’ve forwarded it to the payment allocation team to look at but can’t promise a response.

[MI5]

@Perfectshotspho 

Sounds like the usual garbage we hear from customer service these days.

Maybe @O2Emma or @O2Ryan can do better ?

[O2Ryan]

thanks for the tag ill send a private message over now.

[Perfectshotspho]

Thanks. I’ve replied with all the screenshots etc of the order confirmation / receipt for payment.