New ordered phone returned to O2. Bestellung wurde zurückgeschickt.

Hello, I'm sorry for writing in English.

First of all, my situation is complicated.

I ordered Handy(iPhoneSE)+Tarriff combination 39.99 EUR with 2 years contract on 5/30.

But i received SIM cards on 6/1 by DPD, but the DHL package for iPhone has been returned on 6/2.

DHL told me the company name was missing on the package, so recipient was unknown.

I had 5 times of live chatting on O2 web site, and they checked the package was already arrived in their storage on 6/1.

They tried to create a new order 2 times, but they said these requests were rejected. I don't know why.

I also sent my passport copy and delivery address to bonitaet@telepfonica.com as their request.

When i call to O2 call center, they told me that my credit status(???) is negative(?????) so ask me to visit O2 shop and check with them about my identification.

But when i visit to the shops (2 places) they say they can't do anything for me because i made the order from online shop.

Now i'm using my new SIM with my old phone, and i still can see iphone SE on my o2 page but i haven't received it yet,

and my bill will be charged with full costs (39.99 EUR) every month.

I wrote my company name on the order form, but O2 didn't write the company name on the package.

The call center tells me that there's an issue with my credit or identification.

O2 offline shop can't do anything.

What's going on here?? It's really annoying to ask my German friends again and again to explain this situation to O2 guys for me.

Only what i want is to receive my iPhone SE Spacegray 64G. What can I do?

Soojin Kim