O2 Incompetence

LeeDavies68

My 02 contract recently came to an end, I have over four years totally unblemished payment history and a squeaky clean credit score (up till this point).

Accordingly, I changed to a 12 month SIM only deal, paid a device payment and subsequently received a completion of payment statement.  To double check, I accessed my O2 account and sure enough, all information on my account clearly stated ‘Your device is fully paid’ and ‘There are no payments due’ so cancelled my device direct debit and left my airtime DD open to be adjusted appropriately for my new SIM only contract (same bank details as previous).

I received no further communication from O2 at all either on my account or otherwise.  Out of the blue 2 weeks later I received a text from O2 demanding £14.14 for outstanding device payment, I checked my account again, device listed as fully paid and no options whatsoever to make any so called device payment.

I then wasted hours over O2’s pathetic excuse for web chat, then wasted another two hours a day over two days 6&7 April trying to get to speak to someone.  After actually managing to get through, it was confirmed by O2 call handler that O2 had indeed closed my device plan but still wanted a final payment of £14.14, really??

I informed call handler there was nothing listed on my account, or communicated to me at any time about this apart from the demanding payment text on 6 April.  I also advised there was no option to pay, the call handler also factually and clearly advised he couldn’t take any payment by phone as O2 had closed my device account as fully paid.  He apologised and offered me £50 in compensation along with assurances that my issue would be dealt with and resolved.

However, I then began to get bombarded with emails, texts and web chat messages demanding payment with a link to pay.  This link simply took me to my account that listed device fully paid and no option to pay as it was fully paid.  All this happened following wasting hours of my valuable time trying to make contact, being assured it would be dealt with and offered compensation.  I was also assured O2 would make contact to confirm once done.  I heard nothing further from O2, nobody made any attempt to contact me at any time.

To add to O2’s outrageous and unacceptable conduct, on 10 April, O2 then blocked my phone, removed internet access so I can only receive incoming call’s.

Again I wasted over three hours over web chat and calls on 11 April and managed to get through to be told I owed £2.77 airtime balance (which was not due to be paid until 26 days time).  I was also assured my phone service would be resolved and phone service resumed.  Again nothing happened and no phone service restored.

By this time, O2 were totally out of control bombarding me with demands for payment and threatening me with credit agencies and still are up to this very day, 15 April 2023.  My phone service is also still blocked (and bear in mind £14.14 or £2.77 whichever it is they are demanding) is less than half of £50 compensation due to me by them.  O2 also refuse to explain what is going on, or why I have been told two different amounts.

I have an Anxious Avoidant Personality Disorder and ADHD and the panic, confusion, distress, mental health anguish they have caused has been beyond words. I am worried O2’s incompetence and ineptitude will affect my impeccable credit rating and O2 have factually been obstructive, inactive and consistently failed to communicate, resolve any issues as assured and harassing me for money with credit threats up to date.

I have made a formal complaint with O2 and resolver and have issued O2 with a Subject Access Request.  I have never in my life encountered such a shambolic service and chaotic disregard for a customer bearing in mind the whole issue is the fault of, and caused by O2 from the outset.

I would urge everyone to be cautious when thinking about using O2 as a mobile provider as they have proved to be utterly useless and untrustworthy in every sense. 

The lack of any customer service, empathy or understanding from O2 (despite the issues I’ve been subjected to), is beyond reproach.  O2 are simply out of control 

Thanks