I ordered an iPhone Pro Max 14 in installments on 15.7.2023. After a few hours, a confirmation email came from O2, but it asked for a deposit of 185 euros, which I transferred. After few days, DHL announced that the phone was returned to O2 because the address was not correct. A week later O2 emailed that the cost will be refunded, but today I received a letter from O2 that mentioned the contract and announced that the installment it will collect each month. I have two questions:
1) It's been more than 15 days but I still haven't received my money. When will it be refunded?
2) How did O2 send me the Contract (and I received) but DHL couldn't find my address?
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1) 2 - 3 weeks seems to be the usual timeframe.
2) That is a question for DHL.
Welcome to the Community 
This can really happen that letters arrive but packages do not. But it often depends on the driver. Your delivery address is the same as your billing address?
I think your name is clearly visible on the mailbox or? Otherwise the letter would not have reached you
.Is there anything else special about your address? Are there different neighboring houses such as A, B, C? If so, did you specify them in your order? Is it a larger building or an apartment that is not so easy to find?
Best regards
Steffen
I am still waiting for refunding my money! Now, it is more than 22 days!
Hello
we have no direct influence on the refund, you’ll definitely get it back. As such I can only ask for your patience in this matter.
Kind regards, Sven
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