O2 messing me about

stressed_out_dad

I was wandering if anybody out there could help im with O2 have been for years and never missed a payment . I went on holiday in August and lost my phone and got the phone blocked etc.

Since then i have requested 5 times for a new sim using the phone twice and 3 times using web chat i am yet to receive any of these sims im paying £45 a month for a contract ive not been able to use for 3 and a half months (£130 +)

I was only informed 1 week ago that i can go into a o2 store and get a sim which i can then take away and register as this would have saved me al of this hassel.

Ive been onto them trying to get them to reimberse me or cancel my contract which has 8 months remaining of a 24month term.

Basically i was wandering if i have a leg to stand on over this as they claim i dont and will have to see my contract out and they offered me a token £10 gesture of goodwill which to me indicated that they were in the wrong. ??

Im planning on issuing a formal complaint and threatening them with ofcom over this as i feel i am being punished for something outwith my control ?

Any advice ?

Final_Days

All I would say it that you'd be surprised what you can get by making a nuisance of yourself.

stressed_out_dad

im very good at that part just wandered if anybody else had been in a similair situation

Final_Days

Wondered not wandered!

stressed_out_dad

thanks for your input

grumbler

I don't see anything in their T&C, but in the 'support' section of their website they say:

We'll also send you a free SIM to your home address. This will have your number on.

If you can prove what you said above, sue them (small claims court online). Any court will agree that 3.5 months is absolutely unreasonable time for sending a new sim card.

Final_Days

stressed_out_dad wrote: »

thanks for your input

No problem

stressed_out_dad

Thank you for that Grumbler that will definitely help me in my case much appreciated.

Wintermute

So much of getting good customer service is luck alone as it depends who you speak to I'm afraid. You were probably offered a tenner as most advisors can offer a £10 credit without any sort of managers authorisation.

I wouldn't waste time sueing as I imagine you'll be able to get most if not all of that credited back from O2 if you push back a bit, call up, stay polite make it clear what you want and if they wont go along with it ask to speak to a manager who should be able to offer you some more.

To be honest the web chat's completely useless so don't waste your time with them in future, but there should hopefully be logs of your conversations to back up your side of things.

Daft_Punk

I would say there should be some notes on your account when you first requested the sim and also notes showing you rang up all those time to request it again and again. If this is shown in your account then they should refund your line rental costs for the time you were without your sim as this is their mistake that you never received it.

Ask to speak to a manager and they should be able to authorise your full refund.

stressed_out_dad

just a wee update after making an official complaint there customer relations executive is dealing with me they have agreed to pay back 2 months of the 4 as they can confirm although they said they would send the sims the last 2 times they never actually did this

they are refusing to take responsibility for the first 2 failed sim cards and blaming the royal mail , which is not my problem it is there responsibility to ensure the sim card arrives i shouldnt be out of pocket because of them.

I said thank you for the £92 but could you please now reimberse me for the other 2 months and also cancel my contract with immediate effect , they are claiming i owe them £300 to buy out my contract, under normal circumstances i would agree with this i mean i signed the contract at the end of the day but im not going to pay for a service i can not still use as i am still to receive a sim.

Any ideas am i right on this or do i not have a leg to stand on ?