O2 have charged me a month's bill, when I had to wait a month for my SIM to be activated

[mr_mrqz]

I am a new customer to O2, and my experience has been awful.

O2 have charged me a month's bill, when I had to wait a month for my SIM to be activated. Why have I been charged when I could not use your service. Despite making numerous calls to customer service and the store where I bought the phone contract from, I was told I wouldn't be charged. This is not the treatment I was expecting. I've had false promises and lies from your customer service team. It has been a very frustrating first month with O2. Which has still not been resolved.

[TallTrees]

Hi @mr_mrqz 

Welcome to the o2 Community forum 

Very sorry to hear your experience 

I think that you will get a refund but nothing is working well with o2 at the moment.

We can only hope that things improve with time.

Would it be helpful for you to leave a message on social media if that suits you about the request for a refund no holding on phone. If so here

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) 

Or phone them on 202 or 0344 809 0202 (contract) 

4445 or 0344 8090222 (PAYG)

[gmarkj]

It is standard practice that you are charged from when the order is complete (ie, the goods are despatched) @mr_mrqz .

The issue is how long it takes for the sim to arrive to the address it is posted to.

What we normally advise is to contact customer services once it arrives and request a refund for the days it was in transit.

As to why you had to wait for the sim to be activated I don't know.