I have been with CPW (O2) for years. Last upgrade I was asked if I wanted to continue my insurance. I said yes. Roll on 18months and I lose my phone while on holiday. I call to make a claim. It turns out that the insurance was continued on my old phone that I don't have. WHY WOULD ANYONE WANT THAT???. So my insurance was invalid. I was refunded the premiums and used the amount to go towards paying for an upgrade so I could still replace my phone as quickly as possible as I need it for work. I ordered the upgrade. The phone was delivered when I was still away (I asked to collect from store but they insisted on delivery). As a result I got it three days later than planned and it impacted my work. When I do receive the phone its a smaller size than my previous one so I can't upload my previous backed up phone on to it. Apparently the CPW/O2 database didn't update that I had the larger size (not sure how this is my fault but that was the tone of the call). Now more questions with them telling me the incorrect information and me having to prove and recheck. So I called (spoke to four different people this time) and was told (eventually) that I had to go to a CPW store and could make the exchange at no extra cost. I get to the store. I am told there an extra cost of £140 and (when I suggest I change to a different contract to get a phone that is available in store) I have lost my rights to the 14 day cancellation notice because of the 'deal' I got. Apparently this was told to me on the phone call when I was in America. NB I said at the time the line was terrible but as always the customer pays the price. While in the store (and told the correct phone will arrive tomorrow) I ask if I should keep the SIM that was sent. They confirmed I should. Roll on the next day and I am charging my new phone BUT the SIM is locked. I phone CPW. Then get passed to O2; who have no record of that SIM and can't activate it. So now I am waiting for a new SIM. I have learned to not believe anything I am told by anyone at CPW or O2. However, I am held to everything I have said and am allowed no misunderstandings. This may be legal but it certainly isn't moral. I am told that the manager will call me in the morning but I'm not sure what number that will be on as they didn't ask. Do I need to remind them again I have no phone. I have spoken to over 20 people over two weeks. I am exhausted. I haven't detailed the amazing calls where they asked ME what the best deal I could get was and what I should do? Or the one where I was passed to insurance even though it was about my upgrade? Or the one where they just put the phone down on me? It has been two weeks. I still have no phone. I also have no faith in this god pair. They have me over a barrel and I have to pay. The two stars are for Bashir in Geeksquad, Andrew in Insurance, the manager and his support in the CPW Watford store and Neveli today in O2. Thank you. The loss of stars is down to Nez, Ashuri, and the many others whose names I didn't take because I kept believing what they said to me.