topic Re: Complaints address in Discussions & Feedback

Complaints address

Anonymous — Fri, 29 Oct 2010 18:59:00 GMT

My mobile was lost on holiday and i have returned to a near £1000 phone bill, as it seems whoever found it used it to make over 16 hours of international calls. I would like to make a formal complaint in writing to O2 as theie fraud detection systems failed to pick up this activity....especially as my bill has never been over £35 a month!!
For the life of me cant find an address and post code on the website! Can anyone help?

Re: Complaints address

perksie — Wed, 20 Jun 2012 07:28:05 GMT

You lost your phone and didn't report it immediately, and you're going to complain that the bill is all the fault of O2?
I wish you luck, the complaint department details are here:
Link: http://service.o2.co.uk/IQ/SRVS/CGI-BIN ... CASE=13668

Re: Complaints address

Anonymous — Fri, 29 Oct 2010 20:49:33 GMT

Yeah, you're not going to get very far with this. It isn't o2's responsibility that your handset was stolen. o2 will be more than willing to cover any charges however incurred after you reported your handset stolen.

Re: Complaints address

jonsie — Fri, 29 Oct 2010 21:05:16 GMT

The responsibility for charge on your stolen phone are yours until you notify O2 that your phone has been stolen in order to place a bar on both your simcard and your phone in reality you don't have a complaint.
Golden rule, report your phone lost/stolen immediately!

Reporting my lost/stolen mobile
If your mobile has been lost or stolen you'll need to contact us as soon as possible so that we can bar the service immediately. We can also replace your sim card free of charge (there may be a charge for Corporate customers).

Pay & Go Customer Service
0844 809 0222
Pay Monthly Customer Service
0844 809 0202
Business Customer Service
0800 977 7027
Corporate Customer Service
0844 826 0288
International Customer Service
+44 844 809 0200

We advise you to ring us as this is the quickest way to place a bar on your phone and our customer service teams are available 24hours a day.
If you're unable to ring, you can email us using our online form. Please note however that this team is not available 24 hours.

Re: Complaints address

Anonymous — Fri, 29 Oct 2010 22:17:34 GMT

And make sure the sim and handset are PIN locked. Unfortunately this doesn't help you but it's good practice for next time.