To Seraphsailor and drumahurk
I totally agree with you both on the standard of customer service you have received and it is appalling.
However, that was not my point. Other people comment on here that they are speaking to an Indian call centre because of the name and accent of the adviser they have spoken too. That assumption is wrong.
I also speak as I find and I have so far not had any negatives from dealing with O2 staff, even with people of ethnic origin. Having said that, I have never been told that I owe them a ridiculous amount of money.
I do wonder at times why large companies do not realise the stress and trauma of trying to sort out an alleged debt can do irreparable harm to a person's health and well being. A debt of a couple of hundred pounds (and I just use this as an example) means nothing to a company such as O2 but can be the difference to life itself for a customer. The injustice of it all can tip a person over the edge.
In both your cases, O2 are badly at fault and drumahurk in particular, I do hope for a speedy resolution to your problem. The way I understand the new legislation coming in, is that you will not be allowed to be more than £50 over your limit and O2 have failed badly in this.