topic Re: 14 months of stress and no phone – still unresolved in Discussions & Feedback

14 months of stress and no phone – still unresolved

Maf25 — Thu, 17 Apr 2025 06:21:53 GMT

Hi O2 team and community,

I’ve been charged monthly for a phone I never received. It’s been over 14 months now. I’ve been through endless complaints, been ignored, cried in-store from helplessness, and had no access to the protection I relied on as a vulnerable customer.

Now I’m offered £250 as a “goodwill gesture” – that’s less than £2 per day for over 420 days of stress, fear, humiliation and financial damage.

I’m asking the community and the moderators: Do you believe this is fair compensation from a billion-pound company like O2?

Do you treat all vulnerable customers this way?

Thank you for reading.

– ****** ****

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: 14 months of stress and no phone – still unresolved

Enlli — Wed, 16 Apr 2025 15:34:43 GMT

@Maf25 We no longer have customer facing moderators on here. We do have a community manager but it would not be wise for them to answer your question

Can I ask

Is the problem now over and you are no longer paying for this handset?

Have you received back payments for the 14 months?

Hard for me to say, but I suspect a solicitor taking on such a case would be looking for more compensation than you have been offered

Re: 14 months of stress and no phone – still unresolved

Oxonian — Wed, 16 Apr 2025 19:27:11 GMT

You @Maf25 say that you have "....been through endless complaints....".

Did you escalate to the Ombudsman ?