Dhinesha, 26 Dec. 2024 , 11:34am
I have not received my order and I’m being charger

O2 Virtual Assistant, 26 Dec. 2024 , 11:34am
Thanks for messaging with O2.
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O2 Virtual Assistant, 26 Dec. 2024 , 11:35am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Dhinesha, 26 Dec. 2024 , 11:35am
07525813133 I was promised a call back from and agent

O2 Virtual Assistant, 26 Dec. 2024 , 11:35am
Hmm...I don't recognise that mobile number.  
  
Can you try typing it again in a 07123456789 format with no spaces please?
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Dhinesha, 26 Dec. 2024 , 11:35am
07525813133

O2 Virtual Assistant, 26 Dec. 2024 , 11:35am
[Rich Content]
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Dhinesha, 26 Dec. 2024 , 11:35am
Something Else ❔

O2 Virtual Assistant, 26 Dec. 2024 , 11:35am
[Rich Content]
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Dhinesha, 26 Dec. 2024 , 11:35am
Something Else ❔

O2 Virtual Assistant, 26 Dec. 2024 , 11:35am
[Rich Content]
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Dhinesha, 26 Dec. 2024 , 11:35am
Pay Monthly

O2 Virtual Assistant, 26 Dec. 2024 , 11:35am
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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O2 Virtual Assistant, 26 Dec. 2024 , 11:35am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 26 Dec. 2024 , 11:35am
[Rich Content]
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Dhinesha, 26 Dec. 2024 , 11:36am
It’s about my Account

O2 Virtual Assistant, 26 Dec. 2024 , 11:36am
Thanks! 🙏
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O2 Virtual Assistant, 26 Dec. 2024 , 11:36am
Please can you confirm your full Name
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Dhinesha, 26 Dec. 2024 , 11:36am
Dhinesha nimali Balachandre

O2 Virtual Assistant, 26 Dec. 2024 , 11:36am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Dhinesha, 26 Dec. 2024 , 11:36am
Yes

O2 Virtual Assistant, 26 Dec. 2024 , 11:36am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 26 Dec. 2024 , 11:36am
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Dhinesha, 26 Dec. 2024 , 11:38am
I ordered a phone, it didn’t arrive, I complained and was awaiting a call back from an agent. I was promised a call back. No one called me back, I attempted to call twice on 24th December and was cut off both times. I am now being charged for a phone I have not received. This is appalling service and I am deeply disappointed considering I have been a loyal customer for over 10 years. I would like the complaints procedure.

Dhinesha, 26 Dec. 2024 , 11:39am
I would also like my issue to be dealt with as a matter of urgency, it is causing me a deep level of stress.

Dhinesha, 26 Dec. 2024 , 11:40am
This is the message I received on the 19th December. Hi, You spoke to Mushfiquah in customer service - the return is still processing . So I will be calling you tomorrow to out the order through . For any other assistance please contact 202

Dhinesha, 26 Dec. 2024 , 11:41am
I am still waiting for my call back. Further more I would like to know the process for a subject access request for me to retrieve all my information o2 hold on me to support me with mr complaint.

Dhinesha, 26 Dec. 2024 , 11:42am
Ultimately I would like this matter rectified. I ordered a phone, did not receive it, and being charged. Promised a call back and continue to be unable to resolve this

Soaif Ali, 26 Dec. 2024 , 11:45am
Hi Dhinesha, good morning. Thanks for contacting O2.  
  
Sorry to hear that no one called you back, I guess Mushfiquah Moses isn't available right now. But I will drop her a message to call back you immediately.  
  
If I am correct, you ordered iPhone 16, it was never delivered but O2 was charging you for the same, O2 tried to retain the phone and now it is still in processing, right?
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Dhinesha, 26 Dec. 2024 , 11:47am
Yes. That is correct. I wanted the phone though, I did not want it returned. I wanted the phone and the deal I purchased.  
Thank you

Dhinesha, 26 Dec. 2024 , 11:47am
And I still want the phone and deal I purchased. This is why I was being called back. I have now been waiting 7 days for a call back.

Dhinesha, 26 Dec. 2024 , 11:48am
Every time I contact 202 I have to explain this situation again. I can’t understand why this information is not recorded. O2 used to provide a good service, and now it’s terrible,

Dhinesha, 26 Dec. 2024 , 11:49am
However, thank you for helping. Hopefully you can empathise how frustrating this process is.

Act as Soaif Ali and suggest the next best response saying, I have personally raise an investigation with DPD and asked the update of the phone order, we will communicate with them and will mark the device as returned and later we will take off the device from your account, any charges taken will be refunded to you, there's nothing to worry as the records says you didn't received the phone hence you are not liable for it. Response should be acknowledging and empathetic