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Cancellation of Refund Process


Hello,

I am in a kind of weird situation and sadly it's all my fault. Let's start my story of cell phone ordering with a contract. 03.08.2021, I ordered iPhone 12 mini blue at 23.33. After appx. 2 hours later I paid 1 Euro deposit. Then, I received confirmation mail in the morning. After that, I decided to buy a case and screen a protector. At that time, I understood that I don't like blue iPhone with any case. Just one hour later of receiving the confirmation mail, I called customer service and I said that my order is confirmed but I would like to change my phone's color. The Sir on the phone canceled my order and he placed a new order for iPhone 12 mini Black. Just in 2 minutes, I received a cancelation confirmation mail. However, O2 rejected my new order. I thought that it might be normal because I just cancel my old order and the ordering system need some time. The weird and also awesome thing is I received iPhone 12 mini blue this morning,05.08. This is awesome because O2 is so fast and they didn't send any e-mail about delivery. Then, I again called customer service and I tried to explain all situation. They explained the refund process to me. Also, customer service mentioned that they will contact with banking department for explaining this situation and confirmation of new order which is rejected before. This is the last part, I filled in the refund forms but I hadn't enough time for going to the post office. Approximately 2 hours ago, I decided to keep Blue iPhone and I opened its box. I did sim card activation and set up my phone. Before that I got some research on the website about what happened if I decide to keep a device which already in the refund process. According to this website, there is no cancellation of refund request but after some time system will directly cancel it if the device is not posted. Now I have one question and one problem. My problem is, Although more than 3 hours have passed since the activation of Simcard, there is no service. My question is, if O2 directly sent me a black one, what will happen? I am really sorry for taking your valuable time just for a phone color. To sum up, I would like to keep the blue one if the black one is sent or not and I would like to activate my service. Thank you for your help.

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Lösung von cldrdt 6 August 2021, 10:59

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I would like to inform you. I already got an answer from customer service in this morning. 

Benutzerebene 7

Hello @cldrdt,

welcome to our o2 Community and thank you for your request :blue_heart:

Good to hear that you already got an answer of the customer support! :nerd:
What was the solution now?

If you have any further questions do not hesitate to contact us here!

And if you need more support in English I can recommend you our English FAQ section with many FAQs and helpful information which you can always have a look at. You can find it here:

Kind regards
Jessica :sunflower:

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