topic Re: After 6 mths they still havent closed my account in Discussions & Feedback

After 6 mths they still havent closed my account

Kitkat23 — Sat, 15 Mar 2025 06:42:37 GMT

I was bullied into getting an 02 pay monthly sim via virgin media . Within days i tried porting my own number to the 02 sim ,was supposed to off been done after 24 hours.. it wasnt !! After having to contact them several times about this i had enough and told them i wanted to cancel my contract within the cooling off period . I was given a date when it would end . That was in november 2024 ...!! Apparently theres a technical issue that cant close my account...a huge company like 02 and your telling me they cant !! I have constantly contacted them about this and told either i have a cancellation fee ( which isnt true as i done within cooling period or they will raise a ticket high priority . It is now march 2025 and still not done . Yesterday i had numerous text messages telling me my account is overdue for payment and will go on a credit reference agency , despite never using the sim . I contacted communication obudesman and still no nearer to closing it . Its becoming distressing for me and its a disgrace !

Re: After 6 mths they still havent closed my account

Enlli — Sat, 15 Mar 2025 07:33:51 GMT

Although it appears it is not your fault the monthly payments will stand whether you use the SIM or not.

The best people to contact will be payment managent . We can do nothing here as customers.

Also note, once you cancel the SIM Virgin can remove any benefits you have been given (double speed, discounts etc), so it may cost you more.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Re: After 6 mths they still havent closed my account

pgn — Sat, 15 Mar 2025 07:36:10 GMT

You need to persist with O2, @Kitkat23 - use either of the links below to contact O2 via Social Media.

If your debt has been passed onto a debt collection agency already then you will have to deal with them directly, not O2.

All of the terms would have been sent to you in the Contract you signed back in November, despite the VM high-pressure sales technique, @Kitkat23

Good luck!

Re: After 6 mths they still havent closed my account

Oxonian — Sat, 15 Mar 2025 15:02:21 GMT

Did you @Kitkat23 go through the O2 complaints' procedure before contacting the Ombudsman ? The latter will only take on your complaint if you have exhausted the O2 internal channels :-

How to Complain | Help | O2

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

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

But before you think about a complaint - a slow process - please use the contact methods that have been outlined to you in the posts above.