Lost or Stolen O2 Device? - How to Report it.

[Anonymous]

Lovely in theory, however I had my phone stolen in Paris. I reported it immediately to O2, who blocked it. 

Returned home to discover that unauthorised calls had been made AFTER I reported it stolen.

I have spent hours on three separate chats to O2 advisors, all of whom have confirmed that I am not liable since the calls were made after my report. Each one has promised to refund my money, but on each occasion they have done precisely nothing.

Is this standard for O2, or do they actually have any customer service skills?

[Anonymous]

I paid the 'usual' amount due on my account so as not to be in arrears.

I had a text message from O2 the other evening saying that the credit for the theft calls was being organised, although they didn't mention the VAT that had already been added to my bill, nor whether or not I would be charged the 'late payment fee'.

I have now had a text from O2 stating that I will not be able to use my phone for outgoing calls until I have paid everything!!!!!!!

I am appalled. Apart from the fact that I have a health condition and live in a remote area, so being able to contact my husband in an emergency is absolutely essential for me, I am still being punished financially for something that was not my fault. 

Absolutely at my wits end here. I can't even complain to O2 as they have restricted my calls.

[Cleoriff]

I thought @Martin-O2 was chasing this for you yesterday @Anonymous?  Not sure he is on today though... so unless @Marjo knows whats happening, you appear a bit stuck (to put it mildly) and now we are at the weekend...

Edited to add I have mentioned @Marjo in my post so am hoping she can assist...

[Anonymous]

I did message Martin, the result of which was presumably the text telling me of the £51 credit. I messaged him again yesterday asking about the VAT and 'late payment charge' threat but have had no reply.

I am going out somewhere very crowded tomorrow, if I can't contact my husband it could be extremely difficult for me.

[Martin-O2]

Thanks for the mention @Cleoriff 

@Anonymous I've asked for an update on your situation so please bear with me whilst I wait for a response 

[Cleoriff]

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@Martin-O2 wrote:

Thanks for the mention @Cleoriff 

@Anonymous I've asked for an update on your situation so please bear with me whilst I wait for a response 

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Thanks @Martin-O2 Apologies for thinking you were off duty. Just didn't see your name on he Users list

[Anonymous]

I am actually on chat with yet another adviser at the moment, but they best they can do is 'see if the credit is actually due' (O2 have already confirmed that)

and

'get back to me within 5 days'

[Anonymous]

Thanks Martin.

[Martin-O2]

No worries guys! I'll see what I can do my end. 

[Anonymous]

Despite O2 having assured Martin that a credit was sorted out a week ago, there is nothing showing on my account.

Ridiculous.

[MI5]

It may not show until your bill is produced.
When is it due?