topic Re: Unlatching request in Pay Monthly

Unlatching request

Gallen91 — Mon, 03 Sep 2018 11:42:02 GMT

I made an unlocking request on Thursday and I was emailed on Saturday to say that I did not provide an IMEI number for my iPhone 7 unlocking request. Unlatching Request - Kana Case ID: 1028287521 (KMM1690763124I15977L0KM)

I did, twice, once online and once on phone to customer care on Thursday. Since Thursday I have provided the correct IMEI number 5 times to o2. I contacted o2 to resolve this problem on Saturday and was reassured that it would be sorted for today. The advisor said it was being passed on to the escalation team. I contacted o2 again with no joy and was told the problem was being sent on to the A team. I was told I would be contacted in another 72 hours.

I’m sure you can sense my frustration. I am disgusted at how I am being treated. I have been a loyal customer for 15 years and the lack of customer support I have been shown is appalling.

Please can someone help resolve this issue instead of just telling me to wait another 72 hours.

Re: Unlatching request

MI5 — Mon, 03 Sep 2018 11:50:36 GMT

Our community help is here https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1014131 but that's as much as we can do as cus6like yourself.
I'll tag @EmilieT to see if there is anything she can do to help.

Re: Unlatching request

Gallen91 — Mon, 03 Sep 2018 12:36:08 GMT

Thank you. Any help or proper communication would be greatly appreciated

Re: Unlatching request

EmilieT — Tue, 04 Sep 2018 07:32:15 GMT

Hi @Gallen91, and welcome to the forum I've just sent your a Private Message to get a couple more details so we can see how to speed things up for you on our end

Thanks @MI5 for the mention!