O2 customer service clueless = very unhappy customer

[Anonymous]

Hello, I am writing to express my serious disappointment with O2 an the service I have received.
Firstly at the beginning of November my contract with O2 was ending and i knew I was going to be moving to Spain later in the month. So I spoke to one of your team who kindly arranged for my number to be transferred to pay an go when my contract ended and for my handset to be unlocked for me (so I would be able to change to my Spanish SIM when arriving in Spain to avoid spending large amounts on Internet and calls)
I received a text message confirming the handset had been unlocked. I inserted my non O2 sim and plugged it into iTunes as told. Nothing happened. I then contacted your team again but the required system was down and could not be checked at that time.
I moved to Spain and had to contact your team again as the handset was still not unlocked, I was told there had been a problem with the imei and it had to be forwarded to the unlocking team but I would hear back from then within 24 hours. I never heard anything!!!! So a few days later I had to call O2 from Spain as I was getting nowhere via web chat. I was transferred to the right department and as they were aware I was in Spain they were very efficient. I was told that the first time the unlock was done they had unlocked my old imei number (as I had my phone replace by apple as it wasn't working, the team were aware of this and didn't say it was a problem) so the lady arranged for the current imei number of my phone to be unlocked and it would be done within 10 days.
Just enforce the 10 days had passed I was getting slightly impatient and well aware that i was currently having to top up my uk pay and go O2 sim around £10 per day. Went onto web chat again to check if my phone ha been unlocked, the lady told me it was hoeing thy it has been unlocked and to plug it into iTunes an come back to web chat later if there were any problems.
Of course it still wasn't unlocked, back to web chat I go.....
This time the gentleman giving me all the information that someone should have given me the first time I tried to have it unlocked.

1. Because I have had my phone replaced O2 cannot unlock it (every O2 advisor I spoke with knew I had had it replaced by apple but never mentioned it being a problem, infant clearly stated it was not a problem)

2. He told me as I am in Spain the phone would not have been able to be unlocked ( which again I stated clearly on the phone to O2 and yet again no one mentioned it being a problem)

So now after highly valuing O2 and their customer service. I could not have been more wrong! I am left in Spain using a uk SIM card in 3 weeks spending £100 on it.this is absolutely ridiculous. This should have been cleared up the first time I spoke with someone from O2.

I'm looking for some help with this disaster.

[MI5]

The number you quoted means nothing to me..... If you requested the current phones IMEI AND it has been used in the UK, your location now does not matter. I would try requesting the unlock again via the web form ps, the unlock is pushed out by apple via iTunes. O2 only request this on your behalf.

[Anonymous]

Ok sorry. I will try again however the chap earlier on web chat told me If I had my phone replaced and it wasn't the original imei then there's nothing they can do

[MI5]

All O2 are looking for is the fact that your SIM and IMEI number are registered on the O2 system. So, if the phone and your SIM have been used in the UK all will be OK. It doesn't matter how many different phones you've had.

[Anonymous]

So if I request the unlock again it will work although the O2 guy told me that if its not my original imei they can't do it. Also I will now have to pay £15 for the service that was suppose to be free a a month ago when I was pay monthly

[MI5]

Did you use the phone in the UK with a UK O2 SIM card?

[Anonymous]

Yes. I got the phone 2 years ago in the uk and have been using it since the. With an O2 uk SIM card. My contract ended last month an O2 transferred my number to a pay and go sim. When I'm requesting the unlock will I enter my current telephone number which o2 transferred to the sim card or the original telephone number of the sim card before O2 transferred my number onto it?

[Anonymous]

You best delete the number you put in as it can be used by some people.

[jonsie]

Use the original number you had when you used it in the UK. As it was a contract sim the unlock should be free.

[Anonymous]

Steersy how do I delete?

[Anonymous]

options, edit reply, then delete the number then post