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?

[jonsie]

Credit refunds have been known to be missed despite reassurances that they have been actioned. Not your job remit @Martin-O2 @Marjo but please make a nuisance of yourselves until this has been reported actioned by @Anonymous

[Anonymous]

O2 have now put a credit on my account, but they have charged me a late payment fee and not credited the VAT on the erroneous charges. So, my account is still showing as being in arrears.

I wish I could convey to O2 the enormous amount of distress this has caused me, it's beyond a joke.

[Cleoriff]

@Martin-O2or @Marjo. Is there anything else either of you could do to sort this out for @Anonymous?

It appears O2 are offering small refunds but there should be no late payment fee charge etc.  This account should be clear by now surely?

[jonsie]

This really isn't good enough. This is their job and no doubt they sleep well in their beds at night whilst causing anguish to customers  they should be taking care of. Why can't this all be dealt with at once rather than a little at a time? Late fee is quite laughable though I doubt Tina is laughing!

[Anonymous]

No, I am not laughing.

I do not have the time or energy to spend yet another hour in online chat with O2 either.

[Martin-O2]

@Anonymous Sorry to hear that you're still having problem's with this. I've escalated again my end and will get in touch as soon as I hear back. 

[Anonymous]

Thanks Martin

This is now URGENT, since O2 have disabled my phone and I am completely unable to make outgoing calls. 

[MI5]

You couldn't make it up!
Martin is on vacation so I'll tag @MercedesS for you.

[jonsie]

Come on o2, this is not hard or complicated. Can you find someone in customer service who actually gives a damn @Marjo ?

[MercedesS]

Hello @Anonymous,

We are sorry to hear about your problems but, we have been told it has been fixed. Can you confirm, please? 

And thanks @jonsie, @MI5 and @Cleoriff for all the help and support