O2 have taken my broken phone and swapped it with a replacement that has someone else's data

[Anonymous]

I have several phones with O2, and am so sorry that I even bothered to get one from them!

After various issues over the past 6 months, I'm now at my wits end.

One of my phones was damaged, so I used the insurance service I pay for, and sent the phone off. After only 2 days a replacement was despatched, only problem is, it wasn't working, not only that, it is clearly a refurbished phone, as it has the original owners data still on it, they haven't bothered to wipe the phone clean.

I've tried evry possible avenue, but O2 refuse to accept that in order to keep me happy, as I have no faith in them they need to send me a new phone, not a second hand one.

They only want to get the hands back on the phone I have, as they have clearly committed a breach of privacy and data regulations, but aren't prepared to amend their processes to do so.

Where do I go next, the press? 

[Curr946]

So it's underwritten by a third party. Hence the issue, O2 can't make 'them' replace with a new one. But it's O2 branded meaning it's their reputation. All in all you have two avenues. You can complain to O2, and follow that process, but ad the underwriters are a registered insurance company, you can also complain to them, and even take then to the financial ombudsman. I would say that taking O2 to the communication ombudsman wouldn't fair well.

[viridis]

Underwritten by erm, a third party...
This policy is underwritten by Altaïr Assurances
S.A. UK Branch, 260 Bath Road, Slough,
Berkshire, SL1 4DX,

Or you can contact O2 at, err
260 Bath Road, Slough,
Berkshire, SL1 4DX,

Or the parent company Telefonica UK at err.
260 Bath Road, Slough,
Berkshire, SL1 4DX,

[jonsie]

[Anonymous]

Er um er

[Anonymous]

Hi @viridis

Exactly, they are passing me back and forth, each have policies and processes that appear to be so inbred into their systems, not one person can take ownership or is empowered to make what a sensible and fair response, yet all answer to the same paymaster.

The person who could make a diffirence, the CEO @RonanDunneO2 hasn't had the courtesy of getting his office to even bother responding.

[Curr946]

Um err, wouldn't hold your breath.

@viridis, didn't notice that. But, they are still technically running a separate business so will have different complaint procedures as noted in my post.

[viridis]

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@Curr946 wrote:
Um err, wouldn't hold your breath.

@viridis, didn't notice that. But, they are still technically running a separate business so will have different complaint procedures as noted in my post.

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To be fair, all you noted in your previous post was stuff already written by myself and MI5 just worded differently.

Obviously they have different complaint procedures, which is why you'll see, I have included the individual addresses for each registered company. 

[Curr946]

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@viridis wrote:

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@Curr946 wrote:
Um err, wouldn't hold your breath.

@viridis, didn't notice that. But, they are still technically running a separate business so will have different complaint procedures as noted in my post.

---

To be fair, all you noted in your previous post was stuff already written by myself and MI5 just worded differently.

Obviously they have different complaint procedures, which is why you'll see, I have included the individual addresses for each registered company. 

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it's like that is it Ok

[Anonymous]

Goodbye

[Toby]

Hi @Anonymous,

Sorry to hear that the team's interaction with you after we last spoke has not been what you wanted. I must respect the process in relation to how O2 works, but if you are still unhappy, you can submit a further complaint or continue to talk to the ombudsman.