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 have posted guidelines under the heading 'What to do in case of loss of service due to possible fraud'. 

Click here

[Oxonian]

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@Rob76 wrote:

I have posted guidelines under the heading 'What to do in case of loss of service due to possible fraud'. 

Click here

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Thank you @Rob76 and your efforts are really appreciated ! 👍 

[Rob76]

Further update to my post #54.

o2 took 26 of the 28 days to implement the Ombudsman's decision and I have now received an apology and all charges have been waived from January 2024. They have agreed to the goodwill payment but I have to allow 28 more days for them to issue a CHEQUE!

O2 have repeatedly dragged their feet throughout this whole process probably to frustrate the complainant into giving up, but I'll keep the Ombudsman's file open until it is completed.

The apology came from a new email address which may be useful as an alternative to the o2 support address, namely:

VMO2Resolutions@virginmedia.co.uk

I have cancelled both of my contracts with o2, and now the next stage for me is to get all my data removed from o2's database.

I will continue to follow the community forum and forward my two penn'orth if needed.

Regards

Rob

[Enlli]

@Rob76 Thanks for the update. 

Glad things are moving

Do keep us updated on the arrival of the cheque

[Cleoriff]

Hi @Rob76 

Thanks for updating us. Thanks also for the new email address which will be useful to others.

PS..CHEQUE? Another foot dragging exercise I think. So much easier to transfer money into your bank nowadays!

[Oxonian]

Thanks for the update @Rob76, an incredibly frustrating experience for you but you are steadily making progress. 👍

You could run a sweep as to whether or not the cheque will arrive !   

[Rob76]

Getting there!

Ha, run a sweep!  Showing your age there? 😂

[bhaskarsamani]

it took 3 to 4 months to sort out ? sounds normal for o2 

[Rob76]

This saga began 15/1/24, not finally sorted yet, that makes it over 6 months and still counting. 

Rob

[Cleoriff]

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@Rob76 wrote:

This saga began 15/1/24, not finally sorted yet, that makes it over 6 months and still counting. 

Rob

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@Rob76   No..apparently you are stuill waiting for a CHEQUE!! 😂