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 break out in a sweat each time I see the postman!  😰

[Rob76]

Party time,  the cheque arrived !

That ends my association with o2.

I hope that my experience  in following the procedure to effect a positive result is helpful to others, and I am grateful for the interaction with those who help on this forum.

I might attempt to have my personal data (held by o2) removed using the 'Right to Erasure' as I'm not happy that  o2 retain my bank details etc.

I'll post if anyone thinks this will be useful to them. Has anyone tried yet? I guess not many people think to check what is left behind (and subject to hacking) when changing providers.

Rob

[jonsie]

It's been quite a journey @Rob76 

I've learned so much from this thread and I'm sure it will help so many others in the same situation that you found yourself

Thanks for following up on this and for posting about the process

The right result in the end but O2 are not the easiest company to deal with as everyone seems reluctant to take ownership or lack the basic training in order to progress or escalate issues

Happy you are finally sorted and done with O2

[Oxonian]

I have followed your saga with interest @Rob76 and I am pleased that you achieved your objective.

If there are further updates as you seek "erasure", please post them on here. The current saga involving many customers of a well-known MVNO - not one of O2's - and alleged misuse of credit cards is a salient reminder that, no matter how much care you take online, you are at the mercy of the enterprises with whom you entrust your personal data. 👍