How do I escape O2?

[Anonymous]

I have tried to cancel O2 today

I was put on hold for 12 minutes and then gave up so decided to try there internet chat back and was disconnected by their operator so I decided to copy and paste the conversation I had with there next operator....

see below 🙂

Welcome to O2. Someone will be with you soon.

You're through to 'O2 : Muzammil'

I’m just going to transfer you to O2 Shop.

You are now chatting with Jake at O2 Shop.

Jake: Hi there. My name's Jake I am an O2 Re-Contract advisor, how can I help you today?

Matt: Yes for the 3rd time of asking can I have a PAC code please?

Jake: I'm sorry that you want to cancel the account. However I can help you with that.

Jake: Can I know the reason for that?

Matt: Yes my family are with orange

Jake: I'll check that for you.

Jake: Can I’ve your full name and O2 mobile number?

Matt: E M Hudson 07xxxxxxxxx

Jake: Thanks.

Jake: Please can you tell me the 1st and 3rd character of the answer to your security question?

Matt: yz

Jake: Thanks.

Jake: Can you please help me with your full name?

Matt: Edward Matthew

Jake: I'm sorry but the name on account is not matching with the name on chat.

Matt: Now are you joking

Matt: My first name is Edward my middle name is not on the account

Matt: The name on the chat is the name that I am known by ergo my middle name

Matt: Hello

Jake: I'm sorry but due to account security reasons I won't be able to help you with the cancellation. I'd request you to please contact us with the same name on chat as on account.

Matt: Jake I am sure you won't mind me posting this on Facebook to show why I am leaving O2

Matt: Hello

I am sadly still connected to O2 or as I now call it O dear! and will have to start again tomorrow 🙂

[jonsie]

Forget chat and speak to them on 202. The call is free so have some patience. 12 minutes is not really a long time especially if they are busy. As far as I know you can't cancel a contract on chat anyway.

[Anonymous]

Thanks for that.

If you can't cancel on chat then why don't they say so instead of the run around and then cutting me off?

That is poor customer service yes or no?

[jonsie]

It's not good!

It's well documented on here that chat is outsourced overseas. Their usual advice is to call customer service as many people have found and posted on the forum.

[perksie]

Tightened security perhaps?

[jonsie]

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@perksie wrote:

Tightened security perhaps?

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We can only hope!