Really poor service from 02 - legal proceedings maybe forthcoming

[Anonymous]

About a month ago I bought out of my refresh and upgraded to the Samsung S6 - I was not happy with the phone and returned it 24hrs later. I then changed it for a LG G4.

The store employee did not give me his full attention as he was dealing with another customer (no issue with that) he did something wrong on my account and for 4 weeks I have been billed for £20.00 device plan for the S6 that I returned.

I have had the money requested and declined by my bank, 02 have switched off my phone on several occasions for a fault that is not mine.

Every failed debit has gone against my credit file - I have spoken to several advisors who have assured me that this issue will be "resolved".

Today again my phone has been switched off. Again on the phone for over 30mins to get speaking to someone - appears that the issue has not been resolved.

I am speaking to my solicitor tomorrow as I feel that this will affect me in the long run. My partner and I are discussing getting on the property ladder and this will knock us back.

Can someone point me in the right direction

[Cleoriff]

Hi @Anonymous

Terrible story of poor communication. You must complain

http://www.o2.co.uk/how-to-complain

[Anonymous]

I am at my wits end.

Have been with 02 since they where BT Cellnet. Never had any issues but this has left a sour taste and I am thinking on leaving for another provider.

[Cleoriff]

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@Anonymous wrote:

I am at my wits end.

Have been with 02 since they where BT Cellnet. Never had any issues but this has left a sour taste and I am thinking on leaving for another provider.

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I wouldn't blame you for that....However start with a complaint. This is the official route to follow

[Anonymous]

Whats the best way to make a formal complaint with 02?

[Cleoriff]

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@Anonymous wrote:

Whats the best way to make a formal complaint with 02?

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Follow the link I gave in my first post

http://www.o2.co.uk/how-to-complain

[MI5]

Even if you do switch networks, make sure you resolve this with O2 as it will effect you long term with credit scores and ratings.
Good luck.

[Anonymous]

I have emailed 02 Cust Care. Have to wait 7 days for a response.

[jonsie]

You do need to wait unfortunately but they will respond to your complaint.  If you need a phone number send me a PM.