O2 Mobile - where to go when even an official complaint is ignored?

don9999

Elsewhere, in similar situations, I have found email address for places like 'Director's Office' or similar, and such emails/complaints get dealt with very quickly.

Does anyone know of similar for O2?

Summary of situation
I had to take an 18month SIM contract as part of a broadband deal.  I did not need the SIM and never used it.
I now wish to cancel the SIM.

However, I am unable to access the account and NOR CAN O2 themselves!

To get in, they apparently need one of the following:
* a recent number called from the SIM - but it has NEVER been used

* a code sent to the SIM - but I no longer have the SIM

* a code sent to my email - but they have recorded the WRONG email on their system (I have told them my CORRECT email, which starts with 'xyz123@' but they are quoting 'xyz@' (so without the numbers).  So we ALL know it is the INCORRECT email address, but they dont seem able or willing to correct it)

After numerous calls to Customer Services, they advised I go in to O2 shop with Passport/Drivers Licence to prove my identification.  I did this, but even then the guy in the shop couldn't access my account without going through one of the above 3 options - none of which work.

I even rang Customer Services and got the guy in the shop to speak direct to them.  Even between them they couldn't get into my account, nor cancel the SIM.

Finally I raised a formal complaint by email, to which I received an automated reply saying they would answer in 7WDs.   That was 12 WDs ago!  No answer.

Where else do I go....?

elsien

If you’ve exhausted O2 processes, and it’s not entirely clear if you have,  the ombudsman. How long since you raised your formal complaint?

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+Code+12.10.23.pdf/9650ee76-8b85-0752-e315-6e1ae86641c7?t=1697123425947

don9999

Thanks Elsien.  Yes, I saw that document, but it says I have to wait 8 weeks before contacting them.

I raised the formal complaint on 7th July 2024.  Though I don't have any reference number or similar.  Just an automated email from 'O2 Complaint Review System' saying that they will reply within 7WDs.

I was just hoping there was somewhere else I could go to quickly.  I have already been going round in circles for almost 2 months trying to get it sorted.  Didn't really want to wait 'another' 2+ months to get it resolved.
Meanwhile I am being charged a monthly fee for a SIM that I don't use, nor even HAVE any more!

(In a similar vein, I was being sent round in circles with a complaint to TUI - separate thread on the relevant MSE forum.  I was given an email address to 'directorsoffice' and sent them an email explaining my complaint and situation.  They contacted me the very next day, and resolved the issue within another day.  No wonder they keep these 'special' email addresses quiet...)

elsien

Social media can sometimes (not always) give people a bit of a prod - I generally use twitter as the starting point. Are you now outside of the 18 month contract?

saajan_12

don9999 said:

I had to take an 18month SIM contract as part of a broadband deal.  I did not need the SIM and never used it.

I now wish to cancel the SIM.

Do they agree you can cancel the sim? Not clear from your OP if the 18 months have passed, but if not and if it was part of the package, then you usually wouldn't just be able to cancel early. 

don9999 said:

* a code sent to my email - but they have recorded the WRONG email on their system (I have told them my CORRECT email, which starts with 'xyz123@' but they are quoting 'xyz@' (so without the numbers).  So we ALL know it is the INCORRECT email address, but they dont seem able or willing to correct it)

Given the incorrect email address, did you ever get confirmation emails when you ordered? Or do you have confirmation letter via post? 
I'm thinking if you have the account numbers, can you write to them stating you wish to cancel account 123456 and cannot use their preferred methods due to the above issues. Then when the complaint does get addressed, you can show you did everything you could early enough and so the interim charges should be on them. 

don9999

Thanks for the feedback/advice....

I AM considering social media..... 
I also think they use Resolver, but from what I see, very few issues are being resolved on there either :-(

For clarification, I still have a few months of the 18 month contract left.
Broadband was for 12 months, but SIM was for 18 months :-(
Was for a student house, and am no longer there!
I'm in charge of group funds and want to pay everything off ASAP.

Either a) I want to cancel now, even if I have to pay the remainder of the contract out

          b) I want to make sure I AM able to cancel the contract when it reaches the end

If I DID leave it to the end of the 18 months, then I would still be in THIS situation, and many months would pass whilst trying to sort it out.....

saajan_12 said:

I'm thinking if you have the account numbers, can you write to them stating you wish to cancel account 123456 and cannot use their preferred methods due to the above issues. Then when the complaint does get addressed, you can show you did everything you could early enough and so the interim charges should be on them. 

Yes I have the account number, and have done exactly what you have suggested :-) 
Over the phone to Customer Services, in person at at O2 shop, and by email via an official complaint. 
I have quoted  the account number and requested the account be closed.
They state that this can only be done after accessing the account.
However, I have explained (for the upteenth time to them!) that no one (me OR them!) can pass their security checks to get IN to the account, quoting precise reasons why this is (as I mentioned in my earlier post).

I find it hard to believe that they can't get access to my account.......
They KNOW they have the wrong email address.  It's VERY close, but they have omitted some numbers.  If they corrected it, they could send an email and I could get through their security process.
(They have quoted the email adddres they have, and I have quoted my ACTUAL email address - is a clear typo on their side, and they have even admitted that they can see it.  But they appear unable/unwilling to correct it.)
They have also PROVED it IS me, because they have seen my passport and driving licence, in person.

(Am 'sort of' lucky that I even still have the email address.  I have another year to go at Uni.  If I had finished this year, my email address would have been deleted by now, cutting out even 'this' possible solution.....)

don9999

Sorry I didn't answer this...

saajan_12 said:

Do they agree you can cancel the sim? Not clear from your OP if the 18 months have passed, but if not and if it was part of the package, then you usually wouldn't just be able to cancel early.

They have not said whether I CAN or CANNOT cancel early.

Before they will do ANYTHING or help me in any way, they say they need to get in to my account.
And of course, no one can get IN to the account..... :-(
Hence the impasse........ :-(

psul

When I had to raise a formal complaint a year ago, it took 10 working days for them to respond despite their official policy of 5 days. The guy who contacted me apologised and said they were very busy! (Presumably lots of complaints and too few staff) , so I suspect they will contact you eventually (it will be a phone call).

don9999

A phone call.....?  I hope not......

Presumably they will try calling the SIM number, which will NOT work!

Nor sending an Email to the email address on the account will work!

They need to reply to the email address of the complaint, or my mobile number that I provided in the complaint.