Incorrect Order Processing.

[Sivanathan]

I complaint re Incorrect Order Processing at the Kingston Branch. Bought two phones and Requested Insurance, but the person registered Theft and Damage on one phone and did not cover Theft on the second one. It was oversight on my part as it was covered on the first one I did not Check on the other hence I lost money when the phone was stolen. I complained in February but did NOT get any response yet. Spoke to the Branch Manager who escalated the complaint but did not receive any calls from the Complaint dept. What is the point in having a Complaint Procedure if they cannot follow it. 14 days response ????

[Enlli]

Official Complaints take around 8 weeks at the moment, during which Customer Services will not help

[Oxonian]

@Sivanathan 

Did you receive an acknowledgement of your complaint from O2 or any communications from the complaints' team in the interim ? 

If you simply complained orally to the manager of the branch, it could be the case that it was never formally escalated. You will appreciate that this is a customer to customer forum and we cannot access accounts or otherwise intervene directly. 

You need to contact O2 and if you decide to submit a written complaint, this is the procedure :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Please ask if you have any queries or need further help. 👍