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O2 Complaint/Resolver Help Needed
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Hi everyone,
I'm looking for some advice/help on a complaint I have with O2.
On the 19th Feb I was in America for work and I lost my iPhone. I was pretty sure I was insured so I checked my emails and saw I had the insurance documents for loss and theft. I rang O2 and they said I was only covered for Accidental Damage. I disputed it and sent over the email showing the docs. The operator on the phone said I would need to take it up in store - I advised I was away for nearly three weeks and wouldn't be able to get to the store, she said there was nothing I could do.
A friend of mine recommended Resolver so I signed up and on the 27th Feb submitted a complaint. On 1st March I got a response with the incorrect name and phone number, I pushed back and they assured me things were correct.
I got back to the UK on 3rd March and still had no response so I chased again on the 6th and was told a final letter would be coming out to me.
On 10th March I got an email from a Capita agent with a letter attached saying they had found in my favour and for me to get in contact with them to arrange a new handset to be sent out. I tried calling the number on the letter - twice - and both times got cut off after a period of time. I emailed - no response. I tweeted the O2 account and they said the agent would be in touch ASAP.
On 14th March I finally heard back from the agent asking for a name/address to send out the phone to - that was the last time I heard from O2.
Since then I have called, emailed and updated the Resolver campaign, but they are not responding and I still have no device. I have tried the Ombudsman, but they said they can't help as it's less than eight weeks. I want to write a CEO complaint, but tired of repeating myself to a new person.
Are there any laws I can quote or threaten them with to give my complaint a bit of substance - I literally feel like I'm shouting into the ether.
If you've made it this far - thanks for reading.
I'm looking for some advice/help on a complaint I have with O2.
On the 19th Feb I was in America for work and I lost my iPhone. I was pretty sure I was insured so I checked my emails and saw I had the insurance documents for loss and theft. I rang O2 and they said I was only covered for Accidental Damage. I disputed it and sent over the email showing the docs. The operator on the phone said I would need to take it up in store - I advised I was away for nearly three weeks and wouldn't be able to get to the store, she said there was nothing I could do.
A friend of mine recommended Resolver so I signed up and on the 27th Feb submitted a complaint. On 1st March I got a response with the incorrect name and phone number, I pushed back and they assured me things were correct.
I got back to the UK on 3rd March and still had no response so I chased again on the 6th and was told a final letter would be coming out to me.
On 10th March I got an email from a Capita agent with a letter attached saying they had found in my favour and for me to get in contact with them to arrange a new handset to be sent out. I tried calling the number on the letter - twice - and both times got cut off after a period of time. I emailed - no response. I tweeted the O2 account and they said the agent would be in touch ASAP.
On 14th March I finally heard back from the agent asking for a name/address to send out the phone to - that was the last time I heard from O2.
Since then I have called, emailed and updated the Resolver campaign, but they are not responding and I still have no device. I have tried the Ombudsman, but they said they can't help as it's less than eight weeks. I want to write a CEO complaint, but tired of repeating myself to a new person.
Are there any laws I can quote or threaten them with to give my complaint a bit of substance - I literally feel like I'm shouting into the ether.
If you've made it this far - thanks for reading.
0
Comments
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Have you visited the shop yet?0
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No, I don't think the shop was a viable thing. I think they just wanted to shunt blame to the store rather than themselves, as the one explained it the stores and online are very different entitites0
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No, I don't think the shop was a viable thing. I think they just wanted to shunt blame to the store rather than themselves, as the one explained it the stores and online are very different entitites
So you bought online?
So to start. Are you paying the rate for loss & damage cover?
Is this direct with O2?0 -
I did buy the phone instore.
The response letter from O2 says I was given free accidental breakdown cover when I took the phone out in 2015 and that the insurance documents were sent out to me in error.0 -
I did buy the phone instore.
The response letter from O2 says I was given free accidental breakdown cover when I took the phone out in 2015 and that the insurance documents were sent out to me in error.
Interesting one.
I would still go back to the shop and lean on them a bit.
Those insurance docs are a decent bit of leverage IMO,however no idea where you stand on actual consumer law.0
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