Hi,
I'm having issues with my o2 contract and was wondering if anyone can give any help or guidance.
I originally took out a new phone contract with o2 last year. The phone was a Samsung S23. I then applied for the staff plan which includes switch up.
After a year I saw that I could switch up so I applied for the switch up for the s23 ultra online
The s23 ultra was delivered but I was waiting for a screen protector and case to be delivered before I use it. So I was still using the S23 for the time being. I never sent the S23 back.
I then saw another offer online the s24 ultra black friday deal. So I contacted customer services and told them I don't want the s23 ultra and wanted the new s24 ultra instead. I returned the s23 ultra in a prepaid bag withinn14 days of the switch up. This was returned and taken off my account.
But because I had applied for the switch up, my device plan unlinked from the airtime plan. So I had 2 contracts, the 5gb data plan and the handset plan (Samsung S23).
Went into store and asked them about this and they said I can upgrade to the S24 Ultra plan (this was from the sim plan). Upgraded to the S24 Ultra plan as advised by the shop worker, not on the o2 switch up. Shop worker didn't see the I had remaining payments on my original s23 plan and said there wasn't anything on the system even though I was adamant there was.
But when I went home, checked the account. Now I had 2 phones to pay for. The S24 Ultra and my original S23!
Went to the store and then eventually returned the s24 ultra. Now the account says I have s23 and a 5gb data plan.
Applied for the staff plan again and eventually it went through. But now I have staff plan and the original s23 plan but no option for switch up.
The whole thing has been a headache, calling o2 multiple times and going in store where they have been unable to sort it out.
Can someone have a look at this? All I want to do is switch up my original s23 plan to the s24 ultra. Any help please?
