Not getting anywhere with customer service!

[john91]

Close on £900 taken from my account because o2 have made mistakes and been trying to get answers for over five months! Made more than 30 calls to their call centre in The Philippian's and several emails, nobody calls you back! Average call time just under one hour then the system disconnects you. Any idea how you get to speak with a manager in the UK? Complains been escalated several times but again nobody calls you back! Only been with O2 for 30 + years. Never had issues like this with them before. Open to suggestions on how to get money back or take it down the legal route? Thanks John

[Enlli]

If you have made several complaints using the complaint procedure then ask for a letter of deadlock to take it to the ombudsman.

If that fails then it would need to be the legal route

Official Complaint info

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

[Oxonian]

@john91 

When did you make your complaint ? 

Please see :-

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

In particular :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman.

[john91]

29th October and made over 30 calls and a number of emails, zero reply and they just keep you on hold for close on an hour and then disconnect you! Thanks for the info! John

[Oxonian]

@john91 

If you lodged a formal complaint on 29 October 2023 and still have not had a response, I believe that you can go to the Ombudsman now and without further delay. 👍