Problems with transfer of ownership and customer service

[Catherine99]

I am trying to transfer the ownership of two mobile numbers, from an account in my husband's name to an account in my own name, with his consent, as we have separated.  5 weeks later, over 8 hours on the phone and after many attempts, we are no further forward.

I phoned 202 on 12th February and an agent set up a new account for me with two temporary numbers and sent us new sims.  She initiated the transfers of ownership.  Unfortunately she said we needed PAC codes for the transfer to go through, so my husband requested them.  I have since found out that she had made a mistake as PAC codes are for transfers to a new provider, and transfers of ownership within O2 cannot go through while PAC codes are live.

I didn't know that the PAC codes were blocking the transfer, so when the transfer failed I called 202 again and another agent tried to do the transfers and assured me it would all go through.  Over the next couple of weeks I spoke to several more agents who also tried to do the transfers and assured me it would work.  None of them seemed to know that the PAC codes were preventing the transfers of ownership.

When none of these attempts worked I went into my local O2 shop for help.  They explained that the PAC codes needed to expire, then I could request the transfers of ownership.  That I tried to do today...  Unfortunately, the agent I spoke to told me that the PAC codes are still showing up on my husbands account even though they expired last week - he didn't know why.  He said he would get the PAC codes removed and call me back this evening to do the transfers.  He didn't call me back.  

I have just spoken to another agent who told me it has to be the agent I spoke to earlier today, as it was him that my husband gave permission to for the transfers.  I have spent hours and hours on the phone to O2 over the last few weeks - I stopped counting after 8 hours!  Each time I call I speak to someone different, have to explain it all from scratch and then they insist my husband has to give permission again.  He has given permission 5 times!  And as we live separately it is very inconvenient and stressful.

Can anyone offer any advice?  I would rather not move to a new provider, but that is beginning to feel like my only option.

[pgn]

Info here, @Catherine99  - https://www.o2.co.uk/help/account-and-billing/transfer-of-ownership

[gmarkj]

It may well be the easiest way is to PAC your number to a temporary PAYG sim and then back again - despite o2 having processes to deal with this exact situation @Catherine99 !

[Catherine99]

Thanks @gmarkj and @pgn for your comments.  Just an update - I didn't get the promised callback, so I phoned 02 again yesterday.  I'm told that the PACs are still showing up.  They need to be cleared before we can proceed in any way, as they have expired but are still blocking the transfer of ownership.  The most recent person I spoke to is going to try to get them removed and, hopefully, call me back by Friday...  The most frustrating thing is that nobody at o2 takes ownership of the problem.  Each time I have to speak to a different agent and it's back to square one.  It would be very helpful to have my case allocated to a specific person who will honour the promises to call me back.

[jonsie]

Don't hold your breath on Friday

I would call them again if you haven't heard from them by lunchtime

[Catherine99]

Update - O2 did not call me back, as they had promised they would.  So, we called them again tonight.  The PAC codes have expired but are stuck, and are blocking transfers to the new account and also blocking outgoing PACs from the old account.  So we're stuck - can't move the numbers to a new provider, or transfer them to my account with O2.  The agent we spoke to has raised a ticket with the back office team to try to resolve the situation.  He is the third agent to say he has done this, so I have little confidence that anything will happen.

All the agents I've spoken to have been very nice and tried to help (bar one, who couldn't answer my questions, then the call got cut off...).  But none have been able to resolve the problem, and none of the promised call backs have been honoured.

This should have been a very simple request - but it has been ongoing now since 12th Feb and has wasted hours and hours of my time and O2's time, with mistakes and broken promises at every stage.

[pgn]

Not surprised, @Catherine99 - but there are reports here of back-office help, which works at its own pace, it seems... 2 or 3 or 4 or more weeks.

We could tag in the Forum Manager, but he's not back until Monday - what do you think? He'll need info from you via the Private Messages section of the forum here to see what way, if any, he can help...