Frustration with O2

[Rob76]

I received an email 15/01 stating my direct debit will be suspended followed by a duplicate 15/02 stating the same.

After many hours with customer service and the helpful staff at my local O2 store, it appears that the fraud department have put a flag on the account, denying access to any other customer service.

Emailing the fraud dept. brought no response and I gather from reading community replies that this is their normal action.

I have now received an email from billing stating 3 months payment will be taken 18/03. This seems very unfair as I have had no service for almost eight weeks and have been unable to access online banking due to lack of SMS verification.

This account has been running for many years and to my knowledge have not been scammed. I have raised a complaint via Resolver but wanted to rant a bit!

I am appalled by the non communication from the fraud dept., but understand the replies the community gurus have posted.

Needless to say, once this is resolved, I will be seeking another provider.

Regards all.

Rob

[Rob76]

I note that my message to the CEO of Virgin Media has now been posted at #9 for those who are watching this thread.

[pgn]

As if by magic, @Rob76 

The ways of O2, or VMO2, truly defy logic 🤷

[Oxonian]

@Rob76 

There is occasional mention on this Community of members e-mailing O2's CEO direct and their complaint being passed to an "Executive Resolutions Team". This is all quite opaque but if you Google "O2 executive complaints team" you will find a "X" (Tweet) of 27 June 2023 from O2 to a customer by the name of Katy Evans that confirms the existence of that team and gives their contact details.

This community's spam filters mean that I cannot post a like to the "Tweet" - sorry - but at least you now know what you are looking for !

I suggest that you consider posting your message to the CEO onto that "X" feed.  

Please keep us informed of developments. 👍

[Rob76]

@Oxonian  

Thank you for that information, I'll get on to it tomorrow if I haven't had an acknowledgement by then.

I do not use any form of social media. so a like would be useless to me. Did Katy Evans reach any form of conclusion to your knowledge?

[Rob76]

I found the relevant "X" on Google (27/06/2023) But as I do not wish to open any social media account, would anyone with one, please have a look and post the contact details of the "O2 executive complaints team."

[Cleoriff]

@Rob76 

I'm sorry but it's the forum policy that we are not allowed to give out contact details of the CEO or O2 Executives.

That's why you are only told to Google the address for yourself. Then you can act on that information.

This policy has been in existence since well before I joined the forum 11 years ago. 

[Rob76]

Ok, I understand. Thank you.

[Oxonian]

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@Rob76 wrote:

@Oxonian  

Thank you for that information, I'll get on to it tomorrow if I haven't had an acknowledgement by then.

I do not use any form of social media. so a like would be useless to me. Did Katy Evans reach any form of conclusion to your knowledge?

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I have no idea @Rob76 how Katy Evans got on. I was dealing with another Community member and simply Googled for the CEO's Executive Relations Team - that was the outcome. 👍  

[Oxonian]

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@Rob76 wrote:

I found the relevant "X" on Google (27/06/2023) But as I do not wish to open any social media account, would anyone with one, please have a look and post the contact details of the "O2 executive complaints team."

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If you have found the relevant "X" @Rob76, can you not see the e-mail address ? Whilst not logged-in to "X", I can click on the image and read it ; the e-mail address is therein.

However, I do wonder if resolution - if Katy Evans' problem was resolved - was because of her posting on O2's "X" rather than because of the e-mail. We shall probably never know ! 👍     

[Rob76]

@Oxonian 

Nothing came up for me, but scrolling through recent posts I found the relevant screenshot and can now email that team. Thank you for your reply and hope that someone will contact me.

I am going to seek legal advice on how to cancel the monthly rolling contract, cancel the direct debit and move to another provider. God knows who I will contact to cancel if no one at O2 can access my account.