O2 complaints

[bonzi!]

i ordered a handset from o2, cut a long story short, they ended up sending out two handsets instead of one, i only ever received the one what i ordered, now they are sending me letters for this other phone saying that i owe money for it! i have tried calling O2 many times, but nothing ever gets sorted, i have written a letter now and am going to send it to their complaints dept, i have done research on how many people complain about O2, there are alot! this might end up in O2 putting my name on some blacklist, what can i do if they dont listen?!

[BillyNoMates]

What proof do they have of you having received a second handset ? Ask them for the manifest number and delivery acceptance details - signature etc. (assuming it was sent by courier or Special Delivery).

If you didn't receive a second handset, it is up to them to prove that they sent one and that you received it. If they can't, tell them to take a hike and request recompense for your inconvenience.

[WaldoMcFroog]

The above seems like sound advice to me. Additionally, you need to make sure you keep copies of everything you sent to them and vice versa, plus always get the names of anyone you speak to on the phone, and date them. If you still end up getting hassled, send copies of your correspondence with O2 to OfCom, the telecoms regulator, and they may be able to assist you.

[bonzi!]

i have the dates i spoke with O2 but no names, great advice guys, thanks!

[bluejonjo]

Like the other chaps say, if they can prove they sent you two phones, then you either have to cough up or send the other handset back (assuming you havent already hocked it on ebay!) If they cant, then you have nothing to worry about.

[bonzi!]

i only ever received one handset (honestly!) they, O2, said someone called "McFadden" signed for the mysterious other phone, i dont even know any one by that name! (assuming it is a surname,) im gonna post my complaints letter today, and see what happens, will keep you all posted!

thanks for the replys guys

[koamu05]

I work as a courier delivering phones for another big company. Can't comment on 02 but if they are anything like my company then the delivery system is open to abuse. Have been to the same addresses many times with duplicate phones as in your case. As I have a copy of all signatures then it would be easy to ' have a phone away.' Even if the courier is honest there are many occasions during the phones journey that leave it open to theft. So it might be that in 02's opinion you have signed for it and want it back! As the previous answers have said it is up to 02 to prove otherwise. Take their advice and you should have no problems.

[bonzi!]

i just hope the situation doenst get dragged on for ages, like when i read up on other peoples complaints, one man was in dispute with O2 for over a year!

will take all advice given, just hope its sorted soon!

[annavc]

Stick with it and don't give in. I've had a nightmare with O2 - I was paying monthly by direct debit - they kept cutting me off claiming I hadn't paid my bill - I'd show them proof of the payment, they'd say they would look into it and 10 days later I'd be cut off again. This happened 4 times in 6 months!

Came to renewing my contract, was going to cancel - they persuaded me to stay with some "great" deal for the next year, told me I could also upgrade my handset, just to call them when I had decided what I wanted. Called them a week later they told me I wasn't entitled to an upgrade, completely denied the conversation we'd had, said I was committed to the contract for another year and if I wanted out I had to pay them �300!!

My advice - avoid O2 like the plague!!!!!

[vicster2006]

ok, o2 use dhl they can track through dhl to see if the phone was signed for and also who signed for it as i think dhl keep a scanned record of signatures, they can also check the imei number of the 2nd phone to see if anybody has used it if they have what sim/mobile number was used with it and where exactly it was used.

if you didnt recieve the phone then you have nothing to worry about, next time you call ask them to check the imei number and they can check to see if its been used.

[lady_p_gold]

Just be careful though ... I once ordered a phone from T mobile and then changed my mind and cancelled it .. never received it, and then found myself receiving bills with phone calls on and I called and they said it was all sorted out and the next thing I knew I got a letter from a debt recovered agency threatening me with court action !! It was only a call to the MD that sorted it, so make sure it doesn't escalate.