Hi all!
I'm hoping to gain some advice or hear about other experiences similar to mine when dealing with O2 Complaints.
A bit of history leading up to this point:
In December 2022 I recycled 3 devices with O2 Recycle, all with payment method to my bank account. 2 of them were successful however 1 device, amounting to almost £300, went to my device plan for my current phone. I noticed that the order number changed when they received the item too which I thought was incredibly strange. Still in December, I contacted O2 Recycle who confirmed that this was an O2 issue and that the issue would be rectified.
February 2nd 2023 I contacted O2 (after being passed from O2 Recycle to O2 and vice versa) and finally was told that my issue would be passed onto O2 Complaints Service with authorisation from a manager, due to the payment already on my device plan, and when I called 2 weeks later asking for a follow up I was told that it was sent to O2 Complaints on February 11th.
I have received no email acknowledging they have received my complaint nor have I received any other correspondance from them. Every time I try to call O2 for a follow up, the call cuts out after waiting on hold. Every time I try to use the Live Chat it is unavailable at that time.
On 20th March 2023 I started a case with Resolver which I thought would help, but it's been 16 days and nothing! I received the generic "thanks for contacting o2 complaint review service" etc but that's it.
I will be contacting the Ombudsman Service next week, as per O2's Customer Complaints Code, but until then I just wanted to see if there was any other advice, or hear from people who have had this experience.
I've been with O2 for years and never really had any noticeable problem, but this just makes me want to get rid of them completely!
Thanks for reading.
Ryan
