DPD courier swapped sons phone for an old iPhone.

[Sox1000]

My son had an insurance claim on his Samsung phone. (It had couple scratches on back) but my son is high functioning Autistic so is very fussy about things like that. The DPD driver collected and took a picture of the Samsung phone my son gave him and that pic went onto the site to show it had been collected. 2 days later 02 insurance contact my son saying he has given them the wrong phone and the phone they have got is an old iPhone 5. My son said you can see by the picture the DPD driver uploaded I gave him the correct phone the Samsung. So after a week of investigation they are now holding my son liable for the phone. Can I please have advice on how to deal with this. As he has reported it to police and they said there’s nothing they can do.

[echat11]

DPD took the phone, but where were they taking it to?

[Sox1000]

They were taking it back to 02 insurance. So when 02 recieved the phone it was not the Samsung it was an old iPhone 5.

[PallasAthena]

Who instructed DPD to collect the phone?

[echat11]

They were taking it back to 02 insurance. So when 02 recieved the phone it was not the Samsung it was an old iPhone 5.

Make a formal complaint to 02 Insurance.

Write letter of complaint on the letter.

Explain what's happen, the evidence you have, that it's caused your son anxiety / stress and what you want them to do.
They should look into the matter and send you a final response / deadlock letter. Then if it isn't resolved you can take
your complaint to the Financial Ombudsman Service.

If you've already got a final response / deadlock letter make a complaint to the FOS.

Email it to: O2customersupport.uk@brightstar.com

[wales01man]

Am i missing something here? DPD collect and photograph a Samsung phone and the insurance company receive an Iphone? whats the problem?

[echat11]

Am i missing something here? DPD collect and photograph a Samsung phone and the insurance company receive an Iphone? whats the problem?

O2 Insurance should have received a Samsung phone, from collection to the final destination.

[Sox1000]

Hi thank you it has been resolved. My son has been cleared of any wrong doing. As I spoke to 02 insurance myself and told them that they have picture on the site that the DPD. Driver himself uploaded to say that is the phone which is the Samsung he received so as from there it is out of my sons hand. 02 has agreed with me and compensated my son.

[echat11]

Well done, thanks for letting us know.