Swapping an old number (legacy) to a new account (TERRIBLE CUSTOMER SERVICE)

[SRC]

I have never received such poor customer service in my entire life. I was on hold for hours last week, told a form had been submitted to change over my number after numerous account verifying, which apparently was never done. I have had to ring up nearly 10 times now, passed between people and hung up on mid call TWICE. Also the departments are clearly not handing over verifying information as I keep getting passed back. 

[pgn]

Reach out to the O2 social media team at the link below, @SRC - pick Twitter or Facebook, send an open basic question, and when you get an acknowledgement, send the detail via direct message so only you and O2 see it. Good luck! (It may take a day and a half of poking before a CS agent gets back to you, note!).

[SRC]

Sadly I have tried this also. They approached me and after doing the verification process on private message they have yet to get back to me and its been a few days now 😞 

[Oxonian]

@SRC 

You might want to consider making a formal complaint in this regard :-

How to Complain | Help | O2

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

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

However, if you complain and your "file" is handed over to the complaints' team, they are likely to take up to eight weeks to respond ; and during that period, Customer Services are unlikely to be able to interact with you either. Hence, launching a complaint should be considered as a last resort. 

If you do complain, please see Resolver in the first link ; they have a reputation for facilitating satisfactory outcomes.