Dear Sir/Madam, I am writing to express my concerns and formally complain about an incident that has been ongoing since the beginning of 2018 year at your carphone warehouse branch in Streatham. I would like to bring to your attention that I will be taking this case further if not resolved by you immediately.   My contract with O2 has been coming to an end at the beginning of the year 2018 . I had received a phone call from an O2 representative to renew my contract with O2 which I am a customer of nearly 13 years. In  those years I never experienced any problems or inconvenience with both o2 or carphone warehouse. Till now. I had renewed my contract on 28th February 2018 over the phone and I have been told to collect the phone Samsung Galaxy S8 in store at Streatham branch. Unfortunately because of my personal circumstances I couldn’t go to collect the phone from store early. I did go to the store on 10th April 2018 and on that day I have found out from a member of staff at carphone warehouse store that phone was collected by my wife on 21st March 2018. I was in shock by what I actually heard as I knew that wasn’t true as my wife never went to collect it on my behalf. The member of staff explained to me how the system works, phone was given to person who knew my personal details somehow and she said that she was my wife. I have asked him how is that possible to give somebody a phone without checking the persons ID and connection to me?! He couldn't provide an answer and was baffled by my question. After extensive conversation with a member of staff he has promised to me to contact me after investigation and report with his manager of this store. I have been waiting for phone call from manager of store in Streatham or anyone from this store but without any success and luck. Eventually I went there to talk to manager of this store called Agata - after few visits each time all members of store was telling me that she is off or on holiday. When I was there around 10th May 2018 I have found out from manager of the store Agata that after the investigations she checked the CCTV camera and has evidence of woman collecting my phone. Before I have left the store she promised me that she will rise this issue and problem with her line manager and she will report this fraud to the police. Unfortunately I haven’t heard anything back , so I have called the store few times to find out how is the progress of my case during. Each time different member of store was telling me that manager will contact me soon. I had enough and couldn’t wait any longer so on 3rd August 2018 I went again to the store in Streatham branch. That day I have spoken to the same manager -Agata - and she said that she can’t do anything unfortunately. Then I have asked her why she was avoiding me for few months and left this problem without any explanation.I am very unhappy as I am paying the bill each month for phone that I never received. Her customer service has been rude and unprofessional especially when she lied about reporting the issue to the police as she found evidence on cctv camera. I received extremely poor customer service by this manager and felt discriminated and patronised. She promised me that she will report this fraud to the police and she hasn’t as she was too busy managing two other stores. I am outraged by this! I would have gone to the Police myself if she didn't lie to me. I don’t understand why she behaved like that as the manager she should take different action and deal with customer issues and problem more professionally. I am very unhappy with the service I have experienced and would like to have it resolved asap. I look forward to your explanation, reply and resolution of my problem. I do strongly believe as a customer I should receive some compensation towards that problem plus the phone that has been stolen from me at your store! Please contact me at the above address or telephone number asap as I had enough lies and delayes which all look very suspicious to me. Sincerely , Pawel Gajewski