on 22-11-2017 11:04
I’m writing to raise a formal complaint about O2 and your billing systems – specifically, your payments-handling.
To explain in more detail joined 02 via carphone warehouse in July - first direct debit came out but it was double! It took five phone calls after agents hanging up on me and managers to get this refunded to me.
They gave me two free months and in October I was expecting my direct debit to come out and I was sent an text saying I needed to pay and they added late payment charges, again mutiple calls and they finally apologised and promised it would come out normal in November, again I got late payment charges and I checked my online account to find that my direct debit had been cancelled in August via 02! I have paid the bill manually but sent them three emails and no one has responsed.
I also don't have signal majority of the time, my phone says full bars and 4G but nothing internet based will load unless I'm at home or using WIFI.
I really don't want to be with this company anymore, I'm in the process of buying a house and I'm really worried they are goign to fail to set it up again and this will start effecting my credit raiting.
The customer service from managers and agents is horrfic, i've spent hours on the phone to them while they hang up and shout at me.
In order to resolve this issue, I expect O2 to… Cancel my contract without a termination fee. I will send back my sim card and my phone is in first class condition.
I don't want to be with 02, I have no signal and they fail to take my direct debits every month after calling and promosing this has been done.
They cause me so much stress and this is affecting my already mental heatlh problem
on 22-11-2017 11:08
We are all customers here like yourself.
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
on 22-11-2017 13:15
Hi @Anonymous Sorry you have had so many problems.
If you want to cancel your contract then info here https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/How-To-Cancelling-Your-Contract-A-Guide/m-p/566774/highlight/true#M56526
Getting your Pac to move networks
All of the info I've given is just in case you have no resolution from any complaint you may choose to make
on 23-11-2017 14:27
Hi @Anonymous, how are you doing today? Very sorry to hear about your poor experience with this. Please do check the info above from our community members, and also I'm going to drop you a quick PM (private message here on the forum) to discuss in more detail to see if we can help you in any way.
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→ Access for You: Registration - Find out how to register for our Access for You service.
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