topic Re: Stroke bleed to brain customer disabled in Pay As You Go

Stroke bleed to brain customer disabled

Nana_JA24 — Fri, 04 Oct 2024 11:51:07 GMT

My husband can’t use his phone and it’s not been used switched on since August 2019 the day of his stroke. we were Virgin media customers switched to O2 he used a SIM ONLY and he was paying for my phone also which is a SIM only.
My phone is the only phone in use I have sent emails made calls to try to rectify this
why despite emails letters explaining the difficult circumstances requests for a form to change details which nobody has acknowledged I as a disabled customer feel discriminated against with my husband not listened to when your being honest

Why is my husband being billed each month for a phone never touched let alone used which amounts to over £400 ???
This needs resolving or it will be taken to the ombudsman.

Customer service we thought was meant to help both none disabled and disabled customers and give help and assistance as required the proofs in the billing !!

Re: Stroke bleed to brain customer disabled

Bambino — Fri, 04 Oct 2024 12:03:33 GMT

@Nana_JA24 Sorry to hear your issues have not been addressed. See below to hopefully get some assistance:

Accessibility & Vulnerable Customers Policy | O2

Re: Stroke bleed to brain customer disabled

Nana_JA24 — Fri, 04 Oct 2024 12:09:40 GMT

Thankyou so much This is exactly the help we need

so grateful to you getting back to us

we will follow the advice given.

Re: Stroke bleed to brain customer disabled

madasaf1sh — Fri, 04 Oct 2024 12:04:56 GMT

@Nana_JA24

This is not customer services and no one from o2 will see your message or contact you..

You need to speak to the specialist team, and all the details here https://www.o2.co.uk/access-for-all/accessibility-vulnerable-customers-policy

Be aware you may need to have Power of Attorney.. to be able to do anything,

Also before going to the ombudsman you need to follow the correct process, as the ombudsman will just reject your case https://o2.co.uk/how-to-complain

This is all we can advise, a