on 01-07-2024 16:26
09-07-2024 20:29 - edited 09-07-2024 20:30
09-07-2024 20:29 - edited 09-07-2024 20:30
You will appreciate @Ninja333 that this is a customer to customer community so we can only offer advice ; we are unable to access accounts or offer other direct help.
O2 have a complaints 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
However, it is currently taking O2 some eight weeks to investigate and respond to complaints. In your position, I would not file a complaint as it will simply take too long.
There is occasional mention on this Community of members e-mailing O2's CEO direct and their complaint being passed to an "Executive Resolutions Team". This is all quite opaque but if you Google "O2 executive complaints team" you will find a "X" (Tweet) of 27 June 2023 from O2 to a customer by the name of Katy Evans that confirms the existence of that team and gives their contact details.
This community's spam filters mean that I cannot post a link to the "Tweet" - sorry - but at least you now know what you are looking for !
Please keep us informed of developments. 👍
on 09-07-2024 21:10
on 09-07-2024 21:10
Dont bother with the Exec Relations team they are as much a waste of time as normal customer services, but all the op needs to do to find them is search for the CEO of VMo2 who is Lutz Scheuler which is publicly available information (VMo2's own website), he is even on twitter for godsake... and then contact him and it will get through to them...
22-07-2024 21:02 - edited 22-07-2024 21:04
22-07-2024 21:02 - edited 22-07-2024 21:04
@madasaf1sh I emailed but no reply yet. Thinking I'll have to make a twitter account at this point to contact him via that.
Customer service is still adding days of waiting time.. Now constantly being told 'number is in inappropriate state' and that it is being escalated in tech team.. Today I was told it's going to superior in tech team.. I no longer believe a word they say.