What can I do? Wrong delivery and being hassled.

Feelingharrassed97

Sorry - long text, but I would appreciate your advice and what happened if anyone else has been in this position?

After numerous calls and hassle with my mobile phone company (O2) to get roaming on one of our households mobiles, O2 was supposed to send me my updated contract details via DPD yesterday. 

The parcel arrived whilst I was working from home, so I grabbed the parcel and headed back to my office and the Teams call I was on. I opened the outer packaging and saw a welcome note from Three with a small cardboard box. I was confused as I’m with O2. I started writing a message to O2 on the WhatsApp thread I had been talking to them on when my mobile rang. It was O2 saying they had sent the wrong parcel. They said to open it, which I did whilst on the phone (and excused myself from my work call). The parcel had 2 new sims in it, a welcome note, lots of packaging and a dispatch note with my name and address but said it was my new sim and phone. There was no phone and no new contract paperwork. So I then had the O2 operative asking me about the phone, and had I missed it, or someone else could have picked it up, or I had lost it. I was stunned and said this had all happened in the space of about 3-4 minutes and I was home alone. She then grilled me (basically accusing me of theft) for about 15 minutes and asked for a video of the contents and photos. She made me feel like a criminal when they’re the ones who sent the wrong things and I still don’t have my contract paperwork. 

Following that I was getting messages all afternoon during working hours and evening asking me more questions….. this has left me quite upset and my husband was furious and wants me to tell them to sod off hassling me, and to check if my contract info was sent elsewhere (breach of data protection)….. my worry is that they will be even more convinced of my guilt if I do that!! I didn’t sleep at all last night and worried what else they’re going to say/do. I missed several important meetings yesterday and I don’t want my boss to give me grief (I have explained to him but I still have work and deadlines to meet). 

So my question is - what do I do? Can they just track the phone somehow anyway, so whoever has got it, they can they harass them? I’m beside myself with stress and don’t want to do the wrong thing.

ButterCheese

First of all stop worrying if you've done nothing wrong.  It is up to them to prove that you took delivery of it (which you didn't).  If they ask for proof that you don't have it, just send them the package with it's contents and that's all you can do.  If they continue to be rude then just keep calm and ask them to send you the details for starting a complaint.

But to be honest, you have included a lot of information about how stressed it's made you which is not really relevant.  Not to be rude, but they do not care if you were on work calls or if it was within office hours, it's not really relevant.  I'm only saying this so that you don't include "feelings" in your complaint; just stick to the facts

Feelingharrassed97

ButterCheese said:

First of all stop worrying if you've done nothing wrong.  It is up to them to prove that you took delivery of it (which you didn't).  If they ask for proof that you don't have it, just send them the package with it's contents and that's all you can do.  If they continue to be rude then just keep calm and ask them to send you the details for starting a complaint.

But to be honest, you have included a lot of information about how stressed it's made you which is not really relevant.  Not to be rude, but they do not care if you were on work calls or if it was within office hours, it's not really relevant.  I'm only saying this so that you don't include "feelings" in your complaint; just stick to the facts

Thanks that is helpful. I get what you’re saying about stress/work being irrelevant, so will leave that out of any complaint. I just wanted to explain here the impact it’s having. Thanks again for advice, I will ask for complaints address if they continue today.

ButterCheese

Feelingharrassed97 said:

ButterCheese said:

First of all stop worrying if you've done nothing wrong.  It is up to them to prove that you took delivery of it (which you didn't).  If they ask for proof that you don't have it, just send them the package with it's contents and that's all you can do.  If they continue to be rude then just keep calm and ask them to send you the details for starting a complaint.

But to be honest, you have included a lot of information about how stressed it's made you which is not really relevant.  Not to be rude, but they do not care if you were on work calls or if it was within office hours, it's not really relevant.  I'm only saying this so that you don't include "feelings" in your complaint; just stick to the facts

Thanks that is helpful. I get what you’re saying about stress/work being irrelevant, so will leave that out of any complaint. I just wanted to explain here the impact it’s having. Thanks again for advice, I will ask for complaints address if they continue today.

Just to add - do not take it personally.  3 mobile and O2 have joined forces and their call staff are trained like any other; to follow a script and a process and to have zero humanistic understanding.  I took out a contract with 3 a couple of years ago, they said I could have a "free" O2 SIM, I said i didn't want it.  They sent it anyway and didn't tell me that it was already activated.  I left it in the box unused, and was then charged £14 for the first month.  It took me 45 minutes to explain that I didn't want it, hadn't used it, and I refuse to pay £14 for somehting I specifically said I didn't want, nor did I use.  The call handler had to get permission from his manager and even then they only refunded me the money they had stolen "as a goodwill gesture".  They are all greedy, money-grabbibg gits and even the big names like Virgin are not above breaking the law and destroying contracts (which has also happened to me)

Grumpy_chap

Feelingharrassed97 said:

Sorry - long text, but I would appreciate your advice and what happened if anyone else has been in this position?

After numerous calls and hassle with my mobile phone company (O2) to get roaming on one of our households mobiles, O2 was supposed to send me my updated contract details via DPD yesterday. 

The parcel arrived whilst I was working from home, so I grabbed the parcel and headed back to my office and the Teams call I was on. I opened the outer packaging and saw a welcome note from Three with a small cardboard box. I was confused as I’m with O2. I started writing a message to O2 on the WhatsApp thread I had been talking to them on when my mobile rang. It was O2 saying they had sent the wrong parcel. They said to open it, which I did whilst on the phone (and excused myself from my work call). The parcel had 2 new sims in it, a welcome note, lots of packaging and a dispatch note with my name and address but said it was my new sim and phone. There was no phone and no new contract paperwork. So I then had the O2 operative asking me about the phone, and had I missed it, or someone else could have picked it up, or I had lost it. I was stunned and said this had all happened in the space of about 3-4 minutes and I was home alone. She then grilled me (basically accusing me of theft) for about 15 minutes and asked for a video of the contents and photos. She made me feel like a criminal when they’re the ones who sent the wrong things and I still don’t have my contract paperwork. 

Following that I was getting messages all afternoon during working hours and evening asking me more questions….. this has left me quite upset and my husband was furious and wants me to tell them to sod off hassling me, and to check if my contract info was sent elsewhere (breach of data protection)….. my worry is that they will be even more convinced of my guilt if I do that!! I didn’t sleep at all last night and worried what else they’re going to say/do. I missed several important meetings yesterday and I don’t want my boss to give me grief (I have explained to him but I still have work and deadlines to meet). 

So my question is - what do I do? Can they just track the phone somehow anyway, so whoever has got it, they can they harass them? I’m beside myself with stress and don’t want to do the wrong thing.

Are you certain that you were speaking with O2 on each and every occasion?

I don't know the details, but I have heard that there are various scams going around where a mobile is sent, then you are called straight after delivery to say it is the incorrect product and someone will be around to collect it.

Ergates

Grumpy_chap said:

Feelingharrassed97 said:

Sorry - long text, but I would appreciate your advice and what happened if anyone else has been in this position?

After numerous calls and hassle with my mobile phone company (O2) to get roaming on one of our households mobiles, O2 was supposed to send me my updated contract details via DPD yesterday. 

The parcel arrived whilst I was working from home, so I grabbed the parcel and headed back to my office and the Teams call I was on. I opened the outer packaging and saw a welcome note from Three with a small cardboard box. I was confused as I’m with O2. I started writing a message to O2 on the WhatsApp thread I had been talking to them on when my mobile rang. It was O2 saying they had sent the wrong parcel. They said to open it, which I did whilst on the phone (and excused myself from my work call). The parcel had 2 new sims in it, a welcome note, lots of packaging and a dispatch note with my name and address but said it was my new sim and phone. There was no phone and no new contract paperwork. So I then had the O2 operative asking me about the phone, and had I missed it, or someone else could have picked it up, or I had lost it. I was stunned and said this had all happened in the space of about 3-4 minutes and I was home alone. She then grilled me (basically accusing me of theft) for about 15 minutes and asked for a video of the contents and photos. She made me feel like a criminal when they’re the ones who sent the wrong things and I still don’t have my contract paperwork. 

Following that I was getting messages all afternoon during working hours and evening asking me more questions….. this has left me quite upset and my husband was furious and wants me to tell them to sod off hassling me, and to check if my contract info was sent elsewhere (breach of data protection)….. my worry is that they will be even more convinced of my guilt if I do that!! I didn’t sleep at all last night and worried what else they’re going to say/do. I missed several important meetings yesterday and I don’t want my boss to give me grief (I have explained to him but I still have work and deadlines to meet). 

So my question is - what do I do? Can they just track the phone somehow anyway, so whoever has got it, they can they harass them? I’m beside myself with stress and don’t want to do the wrong thing.

Are you certain that you were speaking with O2 on each and every occasion?

I don't know the details, but I have heard that there are various scams going around where a mobile is sent, then you are called straight after delivery to say it is the incorrect product and someone will be around to collect it.

This was my initial thought too.   The only thing is that the caller has made no mention of collection, and the parcel didn't include a phone.

Grumpy_chap

Ergates said:

This was my initial thought too.   The only thing is that the caller has made no mention of collection, and the parcel didn't include a phone.

Maybe a scammer expected there to be a phone and there was none, so they are not interested in exposure to collect a virtually valueless SIM card.  That kind of fits the call, and making the OP feel bad.

Maybe the OP could do nothing for a bit and, if this was a genuine contact from O2 / Three, they will make further contact and it will be in a professional manner.

savergrant

"After numerous calls and hassle with my mobile phone company (O2) to get roaming on one of our households mobiles, O2 was supposed to send me my updated contract details via DPD yesterday. 

The parcel arrived whilst I was working from home"

Is it just me that doesn't understand why updated contract details needs to come in a parcel?
What does your online account show? 

As to the despatch note, where did it say it came from?

And as far as '3 mobile and O2 have joined forces' that's a new one on me, 3's merger with Vodafone is approved so why would 3 be working with o2 and supplying each other's sims?

Is there any intermediary involved?

savergrant

ButterCheese said:

Feelingharrassed97 said:

ButterCheese said:

First of all stop worrying if you've done nothing wrong.  It is up to them to prove that you took delivery of it (which you didn't).  If they ask for proof that you don't have it, just send them the package with it's contents and that's all you can do.  If they continue to be rude then just keep calm and ask them to send you the details for starting a complaint.

But to be honest, you have included a lot of information about how stressed it's made you which is not really relevant.  Not to be rude, but they do not care if you were on work calls or if it was within office hours, it's not really relevant.  I'm only saying this so that you don't include "feelings" in your complaint; just stick to the facts

Thanks that is helpful. I get what you’re saying about stress/work being irrelevant, so will leave that out of any complaint. I just wanted to explain here the impact it’s having. Thanks again for advice, I will ask for complaints address if they continue today.

Just to add - do not take it personally.  3 mobile and O2 have joined forces and their call staff are trained like any other; to follow a script and a process and to have zero humanistic understanding.  I took out a contract with 3 a couple of years ago, they said I could have a "free" O2 SIM, I said i didn't want it.  They sent it anyway and didn't tell me that it was already activated.  I left it in the box unused, and was then charged £14 for the first month.  It took me 45 minutes to explain that I didn't want it, hadn't used it, and I refuse to pay £14 for somehting I specifically said I didn't want, nor did I use.  The call handler had to get permission from his manager and even then they only refunded me the money they had stolen "as a goodwill gesture".  They are all greedy, money-grabbibg gits and even the big names like Virgin are not above breaking the law and destroying contracts (which has also happened to me)

I've never heard of a mobile network sending out a sim for a rival network? Who was billing you for this sim, 3 or o2?

PHK

None of this makes any sense. 

Why would new contract details be sent by DPD? They come via email in a few seconds 

O2 don't do customer service via WhatsApp. (They have Access for All but that's all)

Why or how could O2 send out a package which has Three paperwork?

Why would O2 call you ?



I think there are several possibilities here. This could be a scam, whereby you weren't talking to O2 and a Three contract has been taken out. 

savergrant

PHK said:

None of this makes any sense. 

Why would new contract details be sent by DPD? They come via email in a few seconds 

O2 don't do customer service via WhatsApp. (They have Access for All but that's all)

Why or how could O2 send out a package which has Three paperwork?

Why would O2 call you ?



I think there are several possibilities here. This could be a scam, whereby you weren't talking to O2 and a Three contract has been taken out. 

I'm glad it's not just me.

My only thought is that it is a third party reselling contracts for more than one network, and not simply o2 or three. Someone like affordable mobiles sells contracts on both o2 and three.

My other thought is that by 'upgraded contract details' OP means some hardware being supplied, maybe because the handset/sim in question wasn't compatible with roaming?