Wrong information on proof of usage document

[camavi0607]

Hi everyone,

I’m having trouble with the Proof of Usage document I requested for an insurance claim. The one I received has errors: the IMEI number is wrong, the phone’s Model and Make are missing, and it says my first and last use on the network was 17 August 2024, but I’ve been with O2 since February and actively using my phone.

Customer service suggested the issue might be because the phone wasn’t purchased in the UK and directed me to the complaints department, but they said it could take up to 14 days for a response. Has anyone dealt with this before? Is there a quicker way to get this resolved? Any advice would be really appreciated!

[MI5]

@camavi0607 

A common issue with O2 unfortunately.

It makes no difference where the phone was purchased form at all.

If you still need help then the Social Media teams will be on hand, just send them a message on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[camavi0607]

Thanks so much for your advice! I've now messaged them on IG, hope they get back to me soon