O2 Complaints

robbiedetour

Terrible, Dishonest and Unprofessional
This company has now moved to the top of my list as the worst I have had the misfortune to deal with. I was so irritated by them after several years of complaining about the same issue I left them. I was never able to access online the bills without a glitch. They never resolved a simple technical issue.

And then this was when it went really bad. I opened a new account with a different provider. As part of the transfer I needed to unlock phone. I contacted them to do this. They provided me incorrect unlock codes again and again. I tried everyone. They gave me so many codes that in the end the phone locked (I assume permanently). After spending hours speaking to different people and via online chat over several days they promised to sort it out. After 3 weeks I contacted again and was told I needed to sort it myself with the phone manufacturer. I tried but of course I had no evidence that the issue was caused by O2 and not my error. I tried O2 again. Went round the same circular debate. I then formally complained. Put it in writing. Weeks passed, several chasers. Nothing. Then I got a response from Complaints Team, apologizing and stating they would send me a replacement phone. Over 2 weeks later still haven't received it. I cant make contact with them. They ignore emails, letters and calls.

I have wasted 2 months with a phone that is now duff because of them. They haven't the common decency to respond to any form of communication. When they do they have been dishonest. This is just not acceptable. For a brand like O2 I am surprised. Does the CEO realize he has dishonest unprofessional people handling complaints? Their complaints service is a joke. I would strongly suggest avoiding this company. I am now resigned to having to buy a new phone because of them. Atrocious.

mobilejunkie

Not wasted. It's put you in a great position.

If it's been more than 8 weeks since your initial complaint, complain to the relevant Ombudsman, reqesting the new phone (unlocked) as promised and (reasonable) compensation of, say £25 for the inconvenience, stress and another £10 for phone calls. Meanwhile, have the old phone unloced (should cost very little).

As long as you can prove what was offered (new phone) and not delivered it is highly likely they will immediately concede and you will have a brand new phone, a working old phone (which you could already use on any other provider using their network) and some money in your pocket. I'd love to be in your position.

Jlawson118

I've not recently had the best service with them of late either, and won't be staying with them when my contract is due for renewal this time round

Happybee1986

I am going through the exact same issue at the moment so would love to hear what has happened since you posted.

Strange thing I also have had is I have been told that it is my problem because my phone is out of warranty.

Now been told I will be sent a refurbished phone even though mine is still working and I have to send them mine but not heard anything since and not received any phone! :mad::mad:

Toni1234

I used to be a pay as you O2 customer. After few talks with one of these guys decided to try a contract. I went to an O2 store and did so, handset + sim contract for 36 months. After some days while being in cooling off period this contract seemed to expensive for me and thought to cancel it. Went to the store again with this intention but then one of the staff there said could do a discount. In this time i was considering a contract for my wife as well. I tried to change the plan and the handset but i needed to put a deposit of 300 pounds.
Apparently this was cause of one existing contract. So i thought to cancel that one and try again. The person that was dealing with me in the store was a young guy with not much experience there (as he confirmed himself). Went through cancellation which took me forever. He kept going in and out in the manager office and calling her for advice. During this time even I gave him couple of advises which later on were deemed as correct ones.
So, finally this guy said ok, everything should be alright, is marked as returned. For the sim card i wished to keep the same number as before pay as you go, which after he spoke with o2 customer service the migration would've taken up to 24 hours. This was Wednesday. 1-2 pm. They gave me a new sim card which i paid and then the number would've migrated into this one. Two days after on Friday nothing so i tried to call them. During this time i was working and took off from work. I spoke with them but no one seemed to help. Then i rang again the same day when i took a small break from work. Both phone calls were long even though still my questions weren't answered. These calls were stressful and lasted nearly two hours. Finally one of the customer service said that its the back office fault for not processing it and it should be done by Monday. So that's five days. My number was both for family and work purposes. This affected very much the relations with my work and close people.
On monday the number was swapped and everything was supposed to be alright. But then when i talk again with o2 my contract was still ongoing, and even though the customer service staff were saying will sort it out i see a payment is taken from my bank. Before this i had asked someone what should i do with the standing order and this person said you should go to the bank to cancel it. The next day someone else told me i shouldn't do it because then the enforcement would be involved. After i called for this payment to get back to me and they told would be done within 14 days. Partly of this payment because they will calculate the air time, which is fair. Passed more than 3 weeks and instead of receiving back this money i get a text from my bank that i was being put on overdraft. For the amount of 560 pounds!! Called the o2 and they said i should go there and cancel it and since the other money hadn't been sent back to me i should ask the bank. Went in the bank and canceled the 560, but the rest i couldn't because wasn't in the same day and i looked like a fool. Called o2 again and again they said they will refund it. Still this day that i'm writing haven't been returned. It's one month later and 1 month and half since started. I got a letter sent for an enforcement few days after i was assured that were your mistake.
Today 22.10.18 still waiting for my money and only yesterday i got another text that i owe you 560 pounds. But during the last two weeks i have been told that was your mistake and i should just hold tight and wait for my money.
During this time i was so stressed and not acting good toward my close friends and work. Always was thinking i will make a formal complaint but just left it, until now because you guys won't stop with this harassing and bullying.
Rubbish customer service and not considerate at all. I will quit with you and seriously considering a court case. From the bank i've been told that that overdraft might affect my credit score and i will have to pay for it.
I want to go for another company now on contract but my credit score don't think is so good now. I never before in my life had any issues with payments and just to be put now in this position by a phone company. Disgraceful!!
I always considered O2 the most serious one of all.
I'll make sure everyone knows all this, how you bully people.
Very disappointed with you.
Goodbye!

DCFC79

Toni1234 wrote: »

I used to be a pay as you O2 customer. After few talks with one of these guys decided to try a contract. I went to an O2 store and did so, handset + sim contract for 36 months. After some days while being in cooling off period this contract seemed to expensive for me and thought to cancel it. Went to the store again with this intention but then one of the staff there said could do a discount. In this time i was considering a contract for my wife as well. I tried to change the plan and the handset but i needed to put a deposit of 300 pounds.
Apparently this was cause of one existing contract. So i thought to cancel that one and try again. The person that was dealing with me in the store was a young guy with not much experience there (as he confirmed himself). Went through cancellation which took me forever. He kept going in and out in the manager office and calling her for advice. During this time even I gave him couple of advises which later on were deemed as correct ones.
So, finally this guy said ok, everything should be alright, is marked as returned. For the sim card i wished to keep the same number as before pay as you go, which after he spoke with o2 customer service the migration would've taken up to 24 hours. This was Wednesday. 1-2 pm. They gave me a new sim card which i paid and then the number would've migrated into this one. Two days after on Friday nothing so i tried to call them. During this time i was working and took off from work. I spoke with them but no one seemed to help. Then i rang again the same day when i took a small break from work. Both phone calls were long even though still my questions weren't answered. These calls were stressful and lasted nearly two hours. Finally one of the customer service said that its the back office fault for not processing it and it should be done by Monday. So that's five days. My number was both for family and work purposes. This affected very much the relations with my work and close people.
On monday the number was swapped and everything was supposed to be alright. But then when i talk again with o2 my contract was still ongoing, and even though the customer service staff were saying will sort it out i see a payment is taken from my bank. Before this i had asked someone what should i do with the standing order and this person said you should go to the bank to cancel it. The next day someone else told me i shouldn't do it because then the enforcement would be involved. After i called for this payment to get back to me and they told would be done within 14 days. Partly of this payment because they will calculate the air time, which is fair. Passed more than 3 weeks and instead of receiving back this money i get a text from my bank that i was being put on overdraft. For the amount of 560 pounds!! Called the o2 and they said i should go there and cancel it and since the other money hadn't been sent back to me i should ask the bank. Went in the bank and canceled the 560, but the rest i couldn't because wasn't in the same day and i looked like a fool. Called o2 again and again they said they will refund it. Still this day that i'm writing haven't been returned. It's one month later and 1 month and half since started. I got a letter sent for an enforcement few days after i was assured that were your mistake.
Today 22.10.18 still waiting for my money and only yesterday i got another text that i owe you 560 pounds. But during the last two weeks i have been told that was your mistake and i should just hold tight and wait for my money.
During this time i was so stressed and not acting good toward my close friends and work. Always was thinking i will make a formal complaint but just left it, until now because you guys won't stop with this harassing and bullying.
Rubbish customer service and not considerate at all. I will quit with you and seriously considering a court case. From the bank i've been told that that overdraft might affect my credit score and i will have to pay for it.
I want to go for another company now on contract but my credit score don't think is so good now. I never before in my life had any issues with payments and just to be put now in this position by a phone company. Disgraceful!!
I always considered O2 the most serious one of all.
I'll make sure everyone knows all this, how you bully people.
Very disappointed with you.
Goodbye!

Wow that was a long 1 Toni.

Yes the first mistake you made was going for a full contract eg with phone, sim only is cheaper.