Promotion not fulfilled

[dong_tran]

Hi

What can I do when O2 have not fulfilled their promotional deal?

I have called customer services many times and they suggest writing in to complain.  I've written to Complaint Review Service and waiting over 10 working days without any response.

Any suggest is appreciated.

Thanks

[Oxonian]

Sorry to be the bearer of bad news @dong_tran, but it is currently taking up to eight weeks for O2 to investigate and respond to complaints. 

If O2 have not responded after 56 days, you can escalate to the Ombudsman :-

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

In particular :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.