02 NOT REPLYING TO HELP REQUEST

[bashthedog]

I have been trying since 28 September to get 02 to sort out problem with i phone 5SE, now they won't even reply, CEO is ignoring signed for recorded delivery letters, problem is phone cannot send text messages, nor receive MMS from android phones. Just sends via e mail or I message, visited local store 4 times, other store as well , apple confirm phone is fine, works properly with 3 sim, but not 02 sim, had phone checked by independent store says the problem is 02 network and the particular phone number, can't transfer away because PAC code will not recognise number, so can't use phone or get bank payment caodes as they should come via text MMS

[bashthedog]

I submitted an on line complaint, and 24 hours later they shut it down and said case closed.

[Oxonian]

@bashthedog 

I suggest that you ask them to reopen the complaint and to deal with it. 

[bashthedog]

Latest is that I have sent another letter to their Winchester address asking them to fix it by 30 November, should it not be fixed will be inviting Trading Standards for their opinion, and also talking to our business solicitor( it is a business phone,) with a view to breach of contract allowing us to leave without charge, although could mean adopting a new number, in which case will be looking for compensation from 02 as the number has been used by us and our customers for 30 years.Ideally we would just like the phone to work as it did until 28 September

[madasaf1sh]

That Winchester Address is not really the one for writing to the CEO or anyone really and you are relying on Royal Fail to deliver a letter!!! and its going to a PO BOX, so could be weeks before been scanned on to a system and replied to..

VMO2 head office is in Reading

o2 Head office is in Slough

So why not write to the CEO at those addresses!!!

Why not use email to thecomplaintreviewservice@o2.com as that will be quicker

[bashthedog]

First letter was sent to Slough address, signed for, Royal mail forwarded it to Reading address, second letter was sent signed for to Reading address, both have been ignored despite me having Royal Mail Track and Trace proof of delivery, so sent third letter to Winchester address. Previously tried the  email suggested and as I said the complaint was closed and shut down within 24 hours even though no action had been taken.

[Oxonian]

@bashthedog 

You might want to consider involving Resolver as they have a reputation with the members of this community for facilitating satisfactory outcomes :-

How to Complain | Help | O2

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

However, others have reported that Resolver have subsequently "spammed" them ; so you need to take that into consideration in reaching a decision.  

[bashthedog]

Update, still no response from 02, got Resolver involved via link provided by 02, within 5 minutes told 02 had replied, standard e mail telling me they would respond within 7 days , they haven't,spoke with solicitor today, advised write to 02 again, with copies of all correspondence, if no response issue claim in small claims court asking the court to order them to correct the problem with the phone, can't believe 02 are so inept.

[MI5]

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@bashthedog wrote:

..........can't believe 02 are so inept.

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