Sorry to hear you've had a poor experience @Anonymous.
I think sometimes it does depend on the nature/complexity of the query (although this clearly shouldn't be the case!), as there are very mixed reports - some give feedback similar to your own, others glowing praise.
It's perhaps worth noting that there are now dedicated teams from some specialised departments, so depending on the query you should find yourself speaking to a subject matter expert. For example, Payment Management (for debt issues) and Retentions/Recontracts for upgrades and cancellations.
Incidentally, what was the query you were trying to resolve? If not account specific, perhaps we may be able to help?
I work for O2, however any advice or opinion given in this community should be considered my own and not necessarily representative of Telefónica UK Limited.
