topic Re: Proof of usage issues in Pay As You Go

Proof of usage issues

Rid — Sun, 08 Oct 2023 13:31:44 GMT

As a pay to go customer, I have called in multiple times speaking with o2 customers since 19 September 2023 but they keep give one story to another. It has been more than 3 weeks and no one is able to help me and my insurance provider is give me headaches.

regards

Ridwan

Re: Proof of usage issues

jonsie — Sun, 08 Oct 2023 13:33:50 GMT

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

or give them a call on 202 or 0344 809 0202

Re: Proof of usage issues

madasaf1sh — Sun, 08 Oct 2023 13:34:41 GMT

@Rid

You need to ask for a standard insurance letter, you will also need to persevere with o2 on 0344 809 0222 to provide one to you.

There is no one who can help on this peer to peer community

Re: Proof of usage issues

Rid — Sun, 08 Oct 2023 13:51:02 GMT

I have already done that, they collected all the necessary details with promise of getting with 3 to 5 working days on three multiple occasions. Recently they promised to get it within 24 hours and still not reach me for more than 3 weeks now. Now they are stating that they in no position to. Sometimes I put on hold for more than 1 hours till the line drop with any response or solving the issue

Re: Proof of usage issues

Enlli — Sun, 08 Oct 2023 14:56:43 GMT

Regretfully, as we are all customers here, we can't help further than the advice given

Re: Proof of usage issues

MI5 — Sun, 08 Oct 2023 15:10:49 GMT

@Rid

You need to request a SAR.

Requesting your personal data from O2 | Help & Support | O2

Re: Proof of usage issues

pgn — Sun, 08 Oct 2023 15:36:54 GMT

@MI5 wrote:
@Rid
You need to request a SAR.
Requesting your personal data from O2 | Help & Support | O2

SAR, @MI5? Surely O2 need to provide POU (Proof Of Usage), usually to the e-mail address on-file for the claimer. Then they bar the phone from any use and add the IMEI to the blacklist.

Something like:

@Rid you will need to persist with O2 via the numbers given above, hopefully this advice helps (SAR is a SubjectAccessRequest to request all your personal data from O2, and needs quite a lot of info from you, including proof you own the phone (which is what you are looking for to claim on Insurance, as far as I can tell).

Good luck!

Re: Proof of usage issues

MI5 — Sun, 08 Oct 2023 15:48:22 GMT

In the absence of help via the channels already tried it's a viable option to gain the info required.

Re: Proof of usage issues

pgn — Sun, 08 Oct 2023 16:04:59 GMT

@MI5 wrote:
In the absence of help via the channels already tried it's a viable option to gain the info required.

Sounds like an administrative black hole, all for:

We'll provide the information you’ve asked for within 30 calendar days of receiving your SAR, as long as we can see that you’re entitled to it. If your request is complex, it could take us a further two months to process and depending on its nature, and if your request is excessive you may have to pay an administrative fee to cover the costs of providing an excessive amount of data.

As the Proof of Usage letter/notice is something O2 send by e-mail, this can be handled by O2's Social Media team too by messaging them on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , or using Skype ( Guide: A Guide to Skype ) to 0800 902 0217.

Re: Proof of usage issues

MI5 — Sun, 08 Oct 2023 16:05:42 GMT

All well and good in theory but @Rid still hasn't had a response.

Re: Proof of usage issues

Suhi — Wed, 11 Oct 2023 09:42:51 GMT

Do not buy o2. Taking too long to response for everything. I’ll put this in every social media I have

Re: Proof of usage issues

Dave-O2 — Wed, 11 Oct 2023 12:26:51 GMT

@Rid I'm sorry to see the struggle you're currently having trying to obtain proof of usage, I am going to follow up shortly with a PM to take a closer look.

Also, just to provide some clarity the correct path to follow for this is a Proof Of Usage Request.

I'm going to check out why if requested correctly, this hasn't been sent.

Re: Proof of usage issues

pgn — Wed, 11 Oct 2023 12:30:33 GMT

@Dave-O2 👍

Re: Proof of usage issues

Suhi — Wed, 11 Oct 2023 13:20:58 GMT

it has been more than 3 weeks. I still don’t receive it. Customer service is lying about it. I spoke to one of your manager. He said he can get it for me in 3 to 5 working days. I didn’t. All lies. No more trust on O2

Re: Proof of usage issues

Oxonian — Fri, 13 Oct 2023 18:08:42 GMT

@Suhi

Has your problem been resolved as yet ?

If it has not, you might wish to consider a complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Re: Proof of usage issues

Suhi — Sun, 15 Oct 2023 15:32:35 GMT

No reply from complaint team either. Shame on you.
you should close your company I think.

Re: Proof of usage issues

Enlli — Sun, 15 Oct 2023 15:39:09 GMT

@Suhi wrote:
No reply from complaint team either. Shame on you.
you should close your company I think.

We are not O2 so no one will hear what you are saying.

Use Resolver

https://www.resolver.co.uk/companies/o2-complaints

However, one of our members has tagged an O2 member of staff who will be on duty after the weekend

Re: Proof of usage issues

pgn — Sun, 15 Oct 2023 16:13:39 GMT

@Suhi wrote:
No reply from complaint team either. Shame on you.
you should close your company I think.

Did you get a reply in your Private Messages box here on the Community Forum from the Forum Manager, @Suhi? I think he said he was going to reach out to you to see if this standard transaction, that should take less than 24hours (for a PoU e-mailed to you) had been actioned yet?

If on Desktop or Laptop, messages are on the Envelope icon top-right; if on mobile, tap on your avatar image top-right, then down to Messages:

Do let us know here if you got anything. Good luck!

Re: Proof of usage issues

Suhi — Sun, 15 Oct 2023 16:37:28 GMT

I didn’t get any messages. Can you email me please

Re: Proof of usage issues

Oxonian — Sun, 15 Oct 2023 17:04:21 GMT

@Suhi

I think that @Enlli has suggested that you might hear something early this coming week.