Being threatened by O2 for account I can't access and O2 won't fix

[Anonymous]

I am hoping someone can help me on here with an issue thats been going on since May 2016. Bascially I took out a new contract with O2 (I'm an existing O2 customer) and in switching my number to the new contract O2 got it totally wrong and I lost my number and the new contract!!! I now have my number back, but no contract....except I am being billed for a new contract that I cannot access, cannot use and have never actually had. I am still on my old SIM only deal which I continue to pay as I always have.

I have now spent over 8 hours on phone calls and god knows how long on noting all interactions and doing thinsg like this to try and sort. Nobody was able to sort this problem. Work needed doing to rebuild a contract so I was told to be patient. On more than 6 occasions I was promised a call back and never got a single one. I kept calling as I kept getting billed for an account I didnt have. I got billed over £500 on one for the whole contract. Everytime I called I would have to go through everything again, no one could ever understand how it had happened, everyone always knew how to sort it (about 3 different approaches suggested), everyone promised to sort, nobody ever did. At least though they would credit the account and put it on hold so I wouldn't be chased and it won't happen again. It happened again everytime on the next bill date!!!

By August I had had enough and took things to the Complaints Review Service. They upheld my complaint, but needed to speak to me inorder to put right. I also needed to be in the country, something I was not at that time!!! We could do when I was back they said. Fine, I asked if they could credit the account my monthly fee I'd been charged again and please hold the account until we can sort so this doesn't keep happening. They said they could do neither. Eventually they said they would hold the account which I thought might stop any more bills or demands for arrears. It did neither. I now owe £87.50 (but don't know how as that doesn't even come to 3 months rental, I must have been using this account I have no access to or way of using?!?!?!

I have been trying to speak to my contact in CRS since the start of September. The number he gave me is never answered and simply disconnects after 6.30mins. Mr Parr (the CRS Agent) has not given me a new number, but we have arranged on email for him to call me...5 times now. Mr Parr has failed to phone me once!!!! Mr Parr then doesn't get in touch with me and leaves it to me to email him to ask why he didn't call me (never actually get a solid reason, and often no apology). We arrange another time for a call and he doesn't call again.

I have now been disconnected, my credit score threatened and details apparently with a debt collection agency. They sent me a letter dated 28th September which I received on 1st October giving me 5 days to pay £28 owed (the bill Mr Parr wouldn't credit or hold). They had apparently "tried to call and text me several times", but no email, just texts or calls to a number on an account I cannot access or use until O2 do something. I immediately phoned the numbers on the letter and spent 1hr 10mins on hold with a confused Customer Services person. I was on hold while he tried to speak to billing, accounts and finance I think, and the answer was there was nothing they could do as the account was with CRS!!!

I immediately tried to get a call with CRS and Mr Parr. he was meant to phone me at 10.30 this morning and if he can't reach me at 1pm. You guessed it, he hasn't called.

There is still more to this story of woe, but I have gone on long enough.

Please does someone anyone know what on earth I am meant to do. I have tried to get a reaction from Facebook and Twitter, but nothing of any use. Anyone got the MDs email??

[jonsie]

I often wonder how and why things can go so spectacularly wrong and not a soul at o2 will put themselves out to rectify things. One of my biggest hates is failure to call people back when promised. Hope you can sort this @Martin-O2

[Martin-O2]

I'm sure we can get this matter resolved for @Anonymous! 

[gindygoo]

All you need is the Benny Hill music in the background to complete this farce!

I'd be seriously peeved if I were you, I think you've been very reserved in the circumstances.

Good luck with this, do let us know what happens though.

[Anonymous]

Ok all, it gets better. Just spent 2hrs and 3mins with the chap in CRS that was meant to phoen at 10.30 or 1 today, but phone at 3pm instead. In those 2hrs and 3mins we got nowhere as the only way they will credit the account and clear the debt is if I allow them to transfer the number ie I take up the contract. They can't talk compensation or anything until I transfer and they won't clear the debt that is bringing the debt collectors unless I transfer and accept. They said this is because it resolves the case. When I pointed out this doesn't actually resolve anything for me, it just resolves O2, they seemingly didn't care. So you can imagine how the 2hrs was spent. No common sense, no compassion, no understanding. They know the background but nothing. they've admitted there error, but nothing.

I had spoken with ombudsman (something I didn't bore you with earlier) and they had asked for a hold to be put on the account while they looked into things (they are still looking). But this request had been aligned to the wrong account (my old number account) so O2 wrote back and said everything was fine and no need to hold. Apparently mine and the ombudsman's fault for not specifying which account was the one to hold. I didn't know they were involving both accounts and the ombudsman possibly assumed my name would be sufficient to join the dots and hold the correct account.

So no progress at all. Still under threat and no closer to resolving. I have more calls to make now tomorrow, but can't phone this person Mr Parr at O2 tomorrow as he is off, so I either speak to somone new or wait until Thursday...by which time account may have been disconnected and credit damage done and debt agencies notified.

I laugh as it is the only thing I have left to do. I have got angry and can't believe the situation, and how it still rumbles on, but it won't get me anywhere. So I have never been agressive or sworn on the phone with O2, I am just shocked at how evil and completely incompetent a company the size and reputation on this can be. I hope either @Martin-O2 has more luck or else maybe someone senior looks in here every now and then and takes pity!!

Tomrrows another day. Thanks everyone for really positive comments

[MI5]

You couldn't make it up!
Is Martin helping you still?

[Anonymous]

Think so. Haven't heard anything new, but thats why I mentioned him. Its insane isnt it.

[gindygoo]

@Anonymous we've seen some monumental screw ups on this forum, but I swear this had to be close to being the worst! If @Martin-O2 isn't around maybe @Toby could pick it up!

I'm sending calming vibes, as you're gonna need them 😞

[Martin-O2]

Hi @Anonymous I need a bit more information from you in order to escalate your issue. I sent you a private message yesterday with the details I need. If you go to the top right of the page and click the envelope you will see my message there. Once I have the details I'll pass this on to the rest of the O2 team 

[Anonymous]

hi @Martin-O2 I provided the extra info in response to your request yesterday at 3.20pm. Looks like the email went to forum@o2.com. I will resend again now, but not sure how it didn't get to you as I got no bounce back.

[Martin-O2]

Thanks @Anonymous If you respond through the forum I will be able to pick up the message.