An angry O2 customer claims they traded in their phone but the parcel went missing in the post, leaving them still being charged £36 per month. The customer, who wrote to The Sun, explained that they upgraded their iPhone in September and received free packaging to return the old device.
They took the parcel to a sorting office in Banbury and obtained proof of acceptance. However, between the sorting office and the return address, the package disappeared. Despite contacting O2 multiple times and visiting a local shop, the customer says O2 refused to cancel the contract and continued billing them monthly.
O2's response and resolution
After the newspaper intervened, O2 apologised for the delay in removing the device from the account, which had caused the ongoing charges. The company refunded the £36 payment made in January and offered an additional £75 as a gesture of goodwill.
Background on O2's network expansion
This incident comes as O2 switches on its 5G+ standalone network across the West Midlands, bringing next-generation connectivity to 47 large towns and cities, 79 smaller towns, and 597 rural villages. The rollout, part of a £700 million Mobile Transformation Plan, provides faster and more reliable mobile experiences at no extra cost to customers.
With over 5 million people and numerous businesses in the region, the new network benefits those working, living, and commuting in the area. O2’s 5G+ is described as the UK’s best standalone mobile network, available to more than 85% of the population.
