topic Re: O2 complaints service in Pay Monthly

O2 complaints service

Shamrock_Sean — Tue, 21 Mar 2023 14:42:50 GMT

Hi everyone, again. So I've been connected a month now with O2 and finally changed my tariff to unlimited data which I'm happy with. But so far I've complained twice to O2 Complaints Review Service email but nobody has got back to me. You see it's an issue that has frustrated me since I joined. When I signed up on 17th February I was in process of moving house to Derbyshire to a more remote area,thankfully signal is fine. Anyway, whilst moving house I mislaid my sim card so I asked customer services to send me a new one to my new address. But as I'd not changed my details to new address they wouldn't send me a replacement sim card. So I continued using my old Vodafone account till I could somehow get my new sim. The 14 day return window had passed and because I couldn't verify myself via text message for security purposes I couldn't add O2 Switch Up to my account. So I called O2 again and managed to get a replacement sim card sent to my new address. But now as it had passed 14 days return window I couldn't add O2 Switch Up to my account, much to my frustration. So since then I've sent 2 emails to O2 complaints review service email but to no avail. Why isn't anyone getting back to me?? 7 days have passed since sending both emails. All I want someone to do is sort this out for me because I was not able to get my replacement sim card soon enough I couldn't add O2 Switch Up and I want to it added to my account. I find it extremely worrying that a company doesn't seem to care about customers complaining. It's not a 100% positive start so far. Does anyone know if there is a place where I can complain to a higher level at O2 or a complaints department I can actually TALK to?? I'm fed up 😔😔‌ please help

Seán

Re: O2 complaints service

Enlli — Tue, 21 Mar 2023 14:52:42 GMT

I'll tag a forum advisor. Keep an eye out for a message

@O2Ryan can you help, please?

Re: O2 complaints service

Shamrock_Sean — Tue, 21 Mar 2023 14:53:55 GMT

Ah thank you 😊

Re: O2 complaints service

jonsie — Tue, 21 Mar 2023 15:08:51 GMT

You will get a much better and much quicker response using the Resolver complaints process @Shamrock_Sean

O2 Complaint Resolver

Re: O2 complaints service

Shamrock_Sean — Tue, 21 Mar 2023 15:10:36 GMT

Oh OK thank you I shall give it a try

Re: O2 complaints service

Shamrock_Sean — Tue, 21 Mar 2023 15:46:29 GMT

OK so tried to do complaints resolver thing but I have no idea what my account number is. I really want someone directly from O2 on this I'm not impressed

Re: O2 complaints service

gmarkj — Tue, 21 Mar 2023 15:52:55 GMT

If you log into your account then it will show up there @Shamrock_Sean

Follow the guide below, then once you get to the screen showing you the current charges it's on the right hand side.

Re: O2 complaints service

Shamrock_Sean — Thu, 23 Mar 2023 13:05:03 GMT

This complaints resolver is exactly same as complaints review service. I just got same automated email back again and probably won't hear anything back yet again. Losing my faith in O2 I really am

Re: O2 complaints service

Shamrock_Sean — Thu, 23 Mar 2023 14:22:13 GMT

Anybody?? 😤

Re: O2 complaints service

Enlli — Thu, 23 Mar 2023 14:28:16 GMT

As this is a Customer to Customer Forum no one can help in this other than give you advice.

Re: O2 complaints service

Anonymous — Thu, 23 Mar 2023 14:32:01 GMT

Have you tried calling O2 Customers Services and speaking to someone? Or you could always write them a letter at Telefonica (UK) Ltd. On the back of my top up card the registered address is 260 Bath Road Slough if it's a complaint. I would write to the top!😃

Re: O2 complaints service

Shamrock_Sean — Thu, 23 Mar 2023 14:30:18 GMT

Thanks just don't understand why complaints don't care and get back to you 😕

Re: O2 complaints service

VickyVega — Wed, 07 Jun 2023 06:22:09 GMT

@Shamrock_Sean wrote:

OK so tried to do complaints resolver thing but I have no idea what my account number is. I really want someone directly from O2 on this I'm not impressed

Log onto myO2 and get your account number. Then persist with the fantastic ‘resolver’ service and kick these companies into touch. If we all sit back and fail to make them accountable, nothing will change

Re: O2 complaints service

Shamrock_Sean — Wed, 07 Jun 2023 13:10:23 GMT

O2 Switch Up is a new service where you can return your phone back to a store at any point in your contract and they let you upgrade again paying off older contract. But because I lost my sim card within 14 days and couldn't get it sent in time my new address I couldn't add Switch Up. It has to be added within first 14 days. I complained because the first agent wouldn't let me have my sim sent to my non billing address. Wasn't happy as I needed my sim to verify myself. O2 couldn't be **bleep** to call me back in the end

Re: O2 complaints service

Bambino — Wed, 07 Jun 2023 13:34:21 GMT

@Shamrock_Sean I'm not quite sure what it is you're complaining about? Did you report the sim as lost?:

Lost or Stolen O2 Device

Are you complaining that O2 wouldn't send a sim card to an address that neither you nor they could verify as being your address? How in any way would that be secure? No network provider would do that.

You probably could have resolved this initially by calling into an O2 store bringing photo ID with you and they would have issued you with a new sim then and there.

I will tag the O2 advisors again, as it doesn't appear that they have gotten back to you, but it's doubtful that you'll get very far with your complaint.

@O2nath_ci or @O2Emma could you please look into this?

Re: O2 complaints service

Shamrock_Sean — Wed, 07 Jun 2023 13:55:22 GMT

Well, they did eventually send me a new sim card to new address. The issue I had with going to a store was I now live in a rural area away from a big city. And now it's no use trying anymore as it's too far gone and no point in trying to get O2 Switch Up now. Close this topic

Re: O2 complaints service

O2Emma — Wed, 07 Jun 2023 14:35:44 GMT

Hi @Bambino I will pick this up thanks.

Hi @Shamrock_Sean I will send you a private message incase you need further assistance.