I have ordered a Iphone 14 in o2 with contract in online and I received a mail that the phone order could not be placed first and the very next day on August 15th I received a mail that it is dispatched. But it was dispatched to a wrong address which was my old one. But I gave the correct address but still it was delivered to the address in Weimar. But I currently live in Stuttgart. I gave the correct address. But still it was delivered wrongly. I have attached the proof of the correct address I sent also below. It was not possible for me to go and collect the parcel in Weimar because I went to India on august 17th. I called to the o2 customer care and said that ill not be there to collect the parcel and said them to cancel the contract. They said the´llprocess but nothing happened. I felt so stressed about and I was very much disturbed because of this. I called every single day to o2 but they didn’t do it properly and o2 shops here are also not responsible I went and made all the possibilities to cancel the phone and to not to deliver the phone to Weimar but couldn’t. the phone was delivered and it was missing its your fault that you didn’t hand over the phone properly to the customer and the customer service is also bad. Didn’t respond well. The o2 shops here said that we are not responsible for the online orders and what more can I do it from my side? As I am student it is very huge amount 900 euro to pay for 3 years and that to without getting the phone in hands. I never thought that o2 customer service is this worst I tried calling dhl and o2 but nobody responded properly. Please check all the customer call recordings I made every single day to cancel the phone and take the phone back. I also accept for the call recordings so please check all the recordings. I don’t what to do further so I went to the police and filled a complaint. Already they took the monthly pay  for first month. Please do the needful and consider that international students are working hard and paying the money. But it doesn’t mean correct to do from a very big organization from you. I tried to my possible extend to contact all the online customer service of o2 and the o2 shops near me to help to canelthe contract and to stop before delivering but nothing made sense. At last the phone is lost and I didn’t collect it either and paying monthly without getting the phone. This is so unfair.Please consider this and cancel my contract. This made me into a huge stress and depression. Please I request you to consider this very seriously and process it as soon as possible.Please check all the call recordings I did as much as possible from my side to inform prior and cancel it early. What more can I do. I don’t have fault in my side. Consider this very seriously this amount is very huge for me. Please help me out. I can also attach all the proof below please have look. And the police complaint letter as well.

Edit Vilureef: doppelte Themen zusammengelegt! 02.11.23/14:41

This is not a criminal matter so it is not clear what you expect the police to do.

Normally, if o2 can't deliver a phone then it will be sent back to them and the contract is automatically cancelled. Are you sure it was delivered to someone at your old address? The fact that o2 have taken the first installment does not mean it was delivered. It can take time to process the return and then you should receive a refund.

Yes, it was delivered and it was on the front door. I have mentioned the right new address, but how could they be irresponsible to send it to the wrong address. I have all the proofs and i called the customer care plenty of times and said, the profuct is dispatched to the wrong address, and now I’m not in Germany as well, i am flying to my home country, they said yes we will contact dhl or else they’ll not deliver. But at the end it was delivered and I’m paying for it. They already took money for 2 months. This is so unfair. And nobody is responding properly from o2 side. The higher officials are not there to contact. The o2 should be clear in their customer needs right. How careless coulf they be!?. And I’m a student i cant afford that much. But still im paying. This is so unfair for customers for being irresponsible. I need somebody to contact to take actions 

After i came back from my home country i went in person and asked the people in the dormitory and they said, they saw the parcel and it was not there after that. How they could be irresponsible to place parcel , placing it is also fine, but how could they deliver to a wrong address. It is fair if i didn’t do anything from my side. But i did all possible actions from my side. The day i recieved a mail that the phone is dispatched, and i saw the old address , i immediately called to the customer care and said, i am not in the place, pls do something and don’t deliver it. Is this how the customer service works irresponsibly?? I called i mailed i did everything.. tell the o2 to see all the customer care recordings.. tell them to see how many times i called them every single day

DHL is (also) at fault here. There is no point calling, you should send a letter via the contact form explaining the situation together with any relevant documents. For o2 it looks like the phone has been delivered so they will probably ask you to complete a declaration that you did not receive the phone and they will take it up with DHL. If your name is not on the letterbox / doorbell at the old address, then DHL should not have delivered it there.

No my name is on the letter box, bcoz i recently moved to different city. And i have posted all the documents from my side. Even now, o2 is not agreeing that the fault in the first step is in their side. The first step is they dispatched to a wrong address. And the next fault is even after calling and informing the customer care, they didn’t take any actions. Then whats the use of customer services?? Why they are kept ? If not working for customer needs. O2 is still not agreeing and responding properly. They said, after i posted the documents, they said it was delivered and it was not our fault. And dhl doesn’t claim the liablity also, as it was mentioned that it was placed and they dropped the card that it was placed. I don’t know who will be responsible for this… very irresponsible from a reputed brand like o2. I am going to cancel all my contracts and tell my friends not to go for o2x they don’t have proper processing and doesn’t give ears to customer needs. 

OK, well if your name is on the letterbox then this makes it more difficult. If o2 refuse to admit liability despite proof that the address used was not the current one in your account then you may need to seek legal advice.

Dear @Emergency ,

welcome to our community.

Sorry for the delay.

If you have not received the parcel because it was sent to the wrong address, please make a report with an affidavit that you have not received the mobile phone and send it to us together with the police report so that the specialist department can take care of it and ask DHL what has happened to the parcel and, if necessary, book the mobile phone as lost.

Kind regards,

Andrea

The thing is how to file a complaint as lost i already posted all the documets and everything but no proper response what can i do now

Hello @Emergency,

according to the information we have, there was a storage contract with DHL and the package was stored accordingly. This means we are not liable and unfortunately we can no longer help in this case.

If the package is suspected to have been stolen, you should report it to the police.

I'm sorry that I can't give you any other answer than my colleagues who have already informed you about this by email.

Best regards

Giulia

Whatever you say is right. Did you understand my point where i stand. I gave my new address for delivery. But your o2 has delivered the phone to my old address. Ask your colleague to check all the proof i have sent to them. Don’t make the customers fool. Why now i have to pay for that phone which you delivered wrongly???

Hey @Emergency 

I'm sorry we can't give you any more information about your case. As my colleague already wrote, there was a storage authorization. The customer service team has already written to you here. Unfortunately, we can't make any further statements here. 

Please change your contact address so that there are no more problems in the future.

Best regards,
Flo