topic Re: Lack of response from O2 Complaint Review Service in Discussions & Feedback

Lack of response from O2 Complaint Review Service

Rich000 — Sat, 25 Nov 2023 15:02:42 GMT

As Customer services were less than helpful I submitted a complaint on 9 November as I do not receive emails advising what my bill will be and when the direct debit will be taken. Also, I do not have the ability to view my account after switching from Virgin Mobile.

The automatic response stated the aim to to respond within 7 working days. Nothing heard.

Absolutly disgusted and fed up with this scenario as it appears that no one wants to take responsibilty and resolve the issue.

Re: Lack of response from O2 Complaint Review Service

Enlli — Sat, 25 Nov 2023 15:17:32 GMT

It can take them longer than that it seems

Have you tried logging into your account at https://accounts.o2.co.uk/signin

rather than using the app.

Re: Lack of response from O2 Complaint Review Service

Oxonian — Sat, 25 Nov 2023 15:33:42 GMT

@Rich000

As @Enlli has indicated, for O2 to respond to a complaint takes quite some time. They suggest :-

"If we’re unable to agree on a resolution, or we take more than 8 weeks to respond, you may wish to escalate this by contacting the relevant Ombudsman....."

That is at :-

How to Complain | Help | O2

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

Sometimes, there really is no alternative but to complain ; but complaints are best regarded as a last resort.

Re: Lack of response from O2 Complaint Review Service

Rich000 — Sat, 25 Nov 2023 15:40:37 GMT

Thanks. I have an account I can view for another phone. Unfortunately the account in question has not been amalgamated with this account.

Re: Lack of response from O2 Complaint Review Service

jonsie — Sat, 25 Nov 2023 15:46:33 GMT

At the moment each mobile number needs it's own My O2 and separate email

Accounts can't be merged until the Virginmedia phones have all been switched over and amalgamated onto the new billing platform

Re: Lack of response from O2 Complaint Review Service

Rich000 — Sat, 25 Nov 2023 15:46:35 GMT

Thanks for your response.

Seems rather protracted if you have to wait 8 weeks to take the next step by contacting the Ombudsman. Or is this indicative of the volume of complaints from unsatisfied customers.

I wait in hope.

Cheers

Re: Lack of response from O2 Complaint Review Service

Enlli — Sat, 25 Nov 2023 15:54:08 GMT

Create a different email (Google will do) and register the phone in question to MyO2 using that.

As to complaints O2 are slow on lots of things. I think takeling over 3 million Virgin customers in a short period, along with trying to update the billing and customer management system at the same time is taken its toll.

Re: Lack of response from O2 Complaint Review Service

Oxonian — Sat, 25 Nov 2023 16:08:57 GMT

@Rich000

Complaints inevitably take a lot of time in any organisation as information has to be gathered, reviewed and a response formulated ; internal systems might require amendment ; and the response any any compensatory gesture will have to be approved at management level.

The number of complaints will inevitably be a factor. However, an eight-week timescale is typical of complaints made to any national organisation, local authority or government department.

Re: Lack of response from O2 Complaint Review Service

Oxonian — Sat, 25 Nov 2023 16:16:29 GMT

Agreed @Enlli, I read a few days ago that including the ex-Virgin customers and the customers of the MVNOs such as Sky and Tesco, there are now 42 million users of the O2 network. Hence, I guess that O2 now have 32 million plus customers of their own.

With those numbers, it is amazing that everything hasn't completely ground to a halt.

Re: Lack of response from O2 Complaint Review Service

jonsie — Sat, 25 Nov 2023 16:21:42 GMT

@Oxonian wrote:
With those numbers, it is amazing that everything hasn't completely ground to a halt.

Everything nearly has

Same issues repeatedly reported and never addressed

Re: Lack of response from O2 Complaint Review Service

Rich000 — Sun, 26 Nov 2023 11:48:27 GMT

Thanks for your response. Both phones were switched over from Virgin by July this year.

Re: Lack of response from O2 Complaint Review Service

Rich000 — Sun, 26 Nov 2023 11:52:16 GMT

Thanks for your response, much appreciated. I have several Virgin email email addresses so I can try that - where do I register the phone in Myo2 please.

Re: Lack of response from O2 Complaint Review Service

pgn — Sun, 26 Nov 2023 11:58:25 GMT

One number per MyO2 account currently, @Rich000 - until all VM phone customers are on O2, and 360 migrations from Legacy billing system are complete. https://www.o2.co.uk/help/account-and-billing/register-for-my-o2 for info on registering for one.

Re: Lack of response from O2 Complaint Review Service

Rich000 — Sun, 26 Nov 2023 12:17:13 GMT

Thanks for that.