Grrrrrrr - O2

justmarried06

Probably more of a vent than anything else as I'm not sure there's anything we can do, but thought I'd see if anyone else has any thoughts.

Basically, DH has been a customer of O2 for about 5 years now, and wanted to upgrade his handset as it's getting a bit battered. So, we went online and clicked on 'Upgrade Online' which took us through to the shop - he selected the new tariff he wanted and the handset, we completed the order and bobs your uncle all sorted.

Or so we thought!!

Basically, they've been having some issues with the website and it had set it all up as a brand new account, meaning that he was due to receive a new numberetc. not what he wanted. So he called them, spoke to a guy in their centre who apologised, said it was their fault and they'd get a replacement handset (exactly the same one he'd been sent with the 'new' contract) out to him and to return the other one using the sticker in the box.

All fine, handset sent back according to instructions using the sticker they provided, until we noticed an amount taken from our account by DD relating to the 'new' account.

DH called and they said they'd never received the handset back and so we had to keep paying for it - but not to worry, go ahead and cancel the DD from our end as they were sure it would turn up (he'd only sent it back a couple of days before) and we thought no more of it.

We hadn't heard from them so last night DH called to ensure they had received the phone back as we didn't want them to try again on taking money out for a bill for a phone we no longer have and have never used - and they told him it still hadn't turned up, the proof of posting he has from the Post Office is insufficient and until it turns up we are liable. :mad:They hung up on him twice during these conversations with absolutely no cause at all as all he was doing was stating facts, no swearing or shouting at all involved. :mad:

Basically, it looks as though the sticker they put in the box and instructed him to use to return the phone was insufficient and only had a contract number on it so may well be lost in the postal system (apparently the woman there commented on it but presumed that it was a system they had in place and ther would be no issues - but she did stamp the back of the receipt and write the comment 'mobile phone return no address just contract number'). DH is going to go into the PO when he gets a chance to see if they can trace it (the track and trace online just says it is being 'progressed through the postal system').

Is there anything we can do in this scenario - what if the thing doesn't turn up? that means that on a £30 pm contract over 18 months we'll end up paying over £500 for something we had in the house for a couple of nights in the box, never opened and never used????

And as for how he was treated last night on the phone, is there anyone we can complain to on that front? I just think it's downright rude :mad::mad:

Sorry - thanks for letting me get all that off my chest!!

JM x

OneADay

Sounds like a post office issue rather than o2 directly.
The post office people (from where you posted) wont be able to tell you anything more.
Best to ring royal mail customer services and see if they can find the parcel. If they can't, its bad news as the insurance cover is usually just upto £39 in value of item unless you paid extra to send it.
On the other hand if its being tracked, then it might be sitting in a sorting office.

Mind you saying all that if its official return process which o2 and royal mail have built together for themselves - then royal mail are liable for loss to the full cost I think. Very odd way to send back an item without an address.

justmarried06

Hi - thank for the reply. Doesn't look like I was clear enough though, apologies - O2 are saying that there should have been an address on the sticker he used but it's his fault there isn't.

Doesn't look like we have much recourse really does it - suppose we could try writing with copies of the PO receipt if the PO are unable to track it down?

JM x

OneADay

Yeah - I mean I would expect an address for all returns so if he posted it, he had to make sure it was addressed - not just a mobile number.

I don't understand how royal mail accepted it?

On that basis - I would pop into that post office just to check on the staff member who took that parcel. Also ring the royal mail customer services.

Given all this - I think you are in a bad situation, unless the phone turns up you are in a contract.

iwanttosave_2

There is always an address on the sticker, with a barcode on it. Has he definitely used the right one?

All undelivered mail goes to a certain sorting office after a while, I believe in Portsmouth (as its a package, otherwise I think its Belfast) at National Returned Letter Centre. Give them a call and explain whats happened.